User Operations Manager

Remote, EMEA / APAC

Nansen is a blockchain analytics platform that enriches on-chain data with millions of wallet labels. Crypto investors use Nansen to discover opportunities, perform due diligence and defend their portfolios with our real-time dashboards and alerts. We are backed by some of the best investors in the world (e.g., a16z, Accel, Tiger, GIC) and have great ambitions to shape the web3 world.

About the role 

Nansen is looking for an effective and motivated User Operations Manager to help build the User Operations team. The User Operations Manager will help build and guide their team to build processes around helping customers with questions, account issues, and bug reports.

We are eager to speak with ambitious, mission-led candidates looking for a Manager level User Ops position that will give them the opportunity to build and take ownership of the function.

Responsibilities:
• Own the data, definition and reporting on KPIs and help identify the right metrics to make 
meaningful sense of customer issues
• Own and manage the user support journey and build a world-class experience for users.
• Partner with teams to help define goals for these metrics to define team prioritisation in a data driven way
• Build the right models and tools that allow teams to build better products for our users and 
generate insights that help us grow faster and more efficiently
• Help shape the overall vision for the user operations function at Nansen, including how we grow 
and scale the team and capabilities

Are you the right person for this role? 

The ideal candidate for us has:

• At least 3 or 4 years of work experience in user operations and/or customer-facing roles (at least 1 of which was in a high-growth company)
• Experience/interest in crypto
• Excellent understanding of process design and documentation skills
• An ability to execute on and deliver complex operational projects involving multiple stakeholders
• Excellent verbal and written communication skills
• An extraordinary sense of ownership and a builder mindset
• Great operational awareness: a sense of the big picture in the team and how they can help team members navigate best within the big picture

The following are nice-to-haves:
• Experience managing a team doing either email support or phone support or both.