Exciting News! CoinSmart is officially a publicly-traded company on the NEO Exchange trading under ticker SMRT. 

Director, Client Experience

About Us.

CoinSmart is on a mission to make cryptocurrency accessible to everyone. Breaking down the barriers of complex and confusing crypto transactions, CoinSmart offers simple solutions, learning tools for all levels, and 24/7 client support.

About You.

In this role, you will be leading a global support organization spanning 9 countries and covering our client base of over 200,000 active users. The client experience team has a key role in achieving CoinSmart’s mission of helping all our client  as quickly, accurately, and thoroughly as possible through whichever channel is most convenient for them.

CoinSmart has a positive, diverse, and supportive culture. We look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative.

Why You Want to Join The

CoinSmart Team.

We’re a hard working team of engineers, marketers, designers, finance and operations professionals with diverse backgrounds and industry experience.

We have an open door policy and pride ourselves on collaborative communication. 

We’ve made it super simple to buy, sell and trade cryptocurrency, ensuring our clients have all of the support and educational resources they need to feel comfortable and confident investing with us. 

In less than 3 years, we’ve become one of the largest, FINTRAC regulated exchanges in Canada. We’re in the process of expanding to Europe and the U.S. and this is just the beginning!

At CoinSmart, we work hard and run fast but always ensure we’re having fun along the way.

Benefits.

  • Flexible WFH policy
  • Health benefits – medical, dental and vision coverage
  • Unlimited vacation policy 
  • Competitive salary and generous stock options 
  • Choose your own hardware 
  • Regular team building activities and events

CoinSmart is an equal opportunity employer and strongly encourages applications from people of colour, persons with disabilities, women, and LGBTQ+ applicants.

What You'll Do.

  • Defining and executing long-term strategies that uphold our company’s commitment to provide excellent support to our clients. Our bar for quality is extremely high: we don’t aim for “good” or “great,” but for “how on earth does that scale?”-level excellence. (Good news for you: it does scale.)  
  • Collaborating with all other departments in the company to drive better client outcomes. Nothing is off the table; find opportunities to improve our clients’ experience with our product or company and pursue them.
  • Working with the Product team to ensure that pressing and emergent issues are top-of-mind. You will provide quantitative and qualitative information, crafted in useful and actionable ways, to help prioritize changes and get them in the hands of clients.
  • Maintaining a highly adaptive organization that is capable of responding instantaneously and autonomously to every client-facing issue.
  • Growing the next generation of talent. You will create environments and jobs that allow employees at all levels to grow and thrive.

Bonus.

Sense of humour and ability to have FUN!

Requirements and Qualifications

    • Experience running a 24/7/365 global support organization of over 100 employees across multiple channels (we support email, phone, live chat, social media, and app store reviews).
    • Experience at a SaaS company. You understand the general business model, how support fits into it, and the technologies that underpin SaaS products.
    • Insatiable curiosity to find opportunities to improve. You devour data anywhere and everywhere you can find it, and you use it to build a picture of what to tackle next. And, when data isn’t available, you roll up your sleeves and work until you find what you need.
    • An engaging leadership presence that comes across equally strong in person, over video, and through your writing.
    • A strong track record of coaching and mentoring employees to grow into new roles and achieve increasingly challenging accomplishments.
    • A proven ability to retain talent, and a belief that supporting customers is a career, vocation, and calling. You will have a staff of people — bright, capable, dedicated, hard-working, highly trained, and extraordinarily knowledgeable professionals — who have found the ideal company in which to practice their craft and who are with us for the long haul.
    • You exhibit diplomacy, tact, and poise under pressure when working through client issues.
    • Relevant industry or cryptocurrency experience would be a strong asset.
    • You have a post-secondary degree or equivalent professional experience.

Interested in applying? Fill out the form below.

Just the basics here. We will review and and reach out as soon as possible if you are a good fit for the role.