Head of Customer Success

1 week ago


Singapore CAKE PTE. LTD. Full time

Founded in 2019, Cake Group is a leading decentralised finance services provider and Southeast Asia’s fastest growing fintech platform. "We Do Crypto. You Do You." - Our vision is to become a one-stop platform for all crypto users to get easy access to DeFi and Web3 services. To date, more than 1 million users from over 190 countries trust us to manage over $1 billion in assets. We are a profitable, cashflow positive private rocket ship that's just getting ready for take-off. Join us. **What you’ll do**: - Build a world class customer success team, get the system/processes ready to scale quickly if needed (f.ex. from 10 to 200 in the next 12 months), through a combination of an in-house and outsourced team - Aligning the internal team to ensure we understand the importance of, and how we can help, Customer Success - Own and optimize our use of Zendesk (it’s quite basic now) - Use data to continually improve the CS team’s capabilities - Identifying the key metrics for the team, ensuring that management is frequently updated on how the CS organization is doing - Create an effective team structure to drive hiring and management priorities **What you’ll need**: - At least 2 years experience in a senior position in Customer Success - Experience scaling a Customer Success organization from 0 to 200 and beyond - Fantastic expertise with Zendesk, down to the nitty gritty details - Experience working with external Customer Success teams - Go-getter mindset - with the passion, drive, and scrappiness to get it done - Must have a strong interest and knowledge in the crypto/blockchain/technology space - Must be able to work independently. **Why work with Cake**: - Do something with purpose; Be a part of the future that will shape on how people are dealing with their finances in Crypto and Blockchain - Fast moving, challenging and unique business problems - International, diverse work environment and flat hierarchy - Great career development opportunities in a growing company - Competitive salary - Flexible working hours, unlimited discretionary leave, casual work attire



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