Customer Success Manager

Myna, a new online trading and vaulting platform for sports cards and other collectible hard goods, raised $6 million in its Seed funding round [1]. The company is currently developing its Myna Platform, a digital marketplace for physical goods based on the Avalanche blockchain. Collectors can use Myna to convert their physical products into digital "twins." The tokenized assets can then be bought and sold without having to exchange physical items each time.

Are you passionate about delivering exceptional customer experiences? Do you have a knack for simplifying technical information and providing top-notch support? Join our team at Myna as a Customer Success Manager (CSM) and play a pivotal role in ensuring our customers receive outstanding assistance and guidance.

[1] : https://bit.ly/myna-raises-6m-seed

Responsibilities

• Build and lead our Customer Success team
• Maintain a consistent tone and voice in our support documentation, ensuring clarity and ease of understanding.
• Transform technical documents into easily readable materials for customer service representatives.
• Establish and manage a comprehensive FAQ and knowledge base to empower customers with self-help resources.
• Ability to identify trends in customer service conversations and elevate them to the cross-functional team to implement process, product and messaging improvements
• Offer guidance to the team on the best approaches to responding to customer inquiries and concerns.
• Leverage experience with support emails and Intercom to enhance customer interactions.

Requirements

• 4+ years of proven experience in customer service management, demonstrating a track record of achieving customer satisfaction.
• Experience in retail, customer-facing service.
• Strong communication and writing skills to craft engaging and informative support documentation.
• Ability to translate complex technical concepts into simple, user-friendly language.
• Proficiency in managing and prioritizing support tickets, with the capability to collaborate effectively with engineering teams.
• Familiarity with support emails and Intercom is a plus, showcasing your adaptability to various customer communication channels.
• Knowledge of G Suite tools, Intercom and macOS/iOS

Benefits

• $45/hour