Experienced Customer Experience Operations Generalist – Web3 Governance Solutions

Are you a highly organized, customer-oriented professional with a passion for driving seamless customer experiences? Do you thrive in fast-paced startup environments and excel in project management? If so, we invite you to join blithequark, a pioneering company reimagining governance for decentralized autonomous organizations (DAOs), as our Customer Experience Operations Generalist. About blithequarkblithequark is revolutionizing governance for DAOs, empowering leading decentralized organizations like Optimism, ENS, and Uniswap to run smoothly and make impactful decisions at scale.Our mission is to build deep collaboration tools for people who are not necessarily crypto enthusiasts, making it easy for anyone to use our platform without needing to know about Ethereum. With a talented team of over 15 individuals from around the world, we're driven by a shared vision to create a more inclusive and efficient governance experience. Our StoryOur founders, Charlie, Yitong, and Kent, have collectively co-founded a Canadian unicorn, designed essential products at Coinbase, and led tech, growth, marketing, and product teams at top Canadian startups.Yitong is a prominent voice in the crypto community, having contributed to numerous initiatives over several years. With a strong revenue stream and funding from top crypto investors, we're well-positioned to continue growing and reinvesting in our company. The RoleAs our Customer Experience Operations Generalist, you'll be responsible for overseeing the customer journey after the sale, ensuring our customers implement our platform smoothly, and delivering exceptional experiences with blithequark's governance solutions.This role combines project management, process optimization, customer support, and influencing our product roadmap to achieve seamless launches and the best possible governance for our customers' communities. Key Responsibilities:* Project Manage Deployments: Oversee customer onboarding and deployment processes, coordinating between customers and internal teams to ensure timely resolutions and met timelines. * Creating and Executing Customer Success Strategies: Collaborate with the Head of CX to create strategies for setting each customer up for success, and then executing against these strategies.* Customer Communication: Serve as the main point of contact for customers, managing inquiries, clarifying complex topics, and ensuring consistent, high-quality communication. * Develop & Refine SOPs: Design and improve standard operating procedures for onboarding, deployments, and customer success as the second person on the CX team. * Maintain Documentation: Own and update client-facing resources and documentation, including onboarding guides and knowledge wiki to ensure customers have access to helpful, self-serve resources.* Influence the product roadmap & collaborate cross-functionally: Work with product, engineering, design, sales, and marketing to gather feedback, address issues, and deliver improvements based on customer input. * Design, Analyze, & Report on Metrics: Track metrics like onboarding time-to-value, customer success metrics like customer satisfaction and delegate engagement, and own deployment timelines, using insights to suggest and implement improvements. * Meeting Customers: Approximately quarterly at major conferences like DevCon, ETHDenver, Token2049What We're Looking For:* High integrity and comfort handling privileged information.* Organized and able to keep projects on track, managing multiple client engagements at once. * Effective communication of complex ideas to customers and internal teams. * Genuine enjoyment in helping customers succeed and going the extra mile to make their experience great. * Eye for efficiency and continuous improvement of processes. * Ability to combine metrics, customer feedback, and intuition to inform decisions and improve customer outcomes. * Tech savvy, with experience in web3, blockchain, crypto, or DAOs a huge plus.* Smart and able to quickly grasp technical concepts. * Enough life/career experience to project confidence when speaking with influential stakeholders. * Implementation, CSM, and/or Account Management experience to have sharp opinions on how best to drive a successful implementation or CSM/AM team. Why You'll Love Working at blithequark:* You'll be in the room with stakeholders of multi-billion dollar protocols – the most impactful people in web3. * blithequark stands at the forefront of web3 governance, aiming to level up governance across the entire industry.* We're a high-performing team that operates with trust and autonomy, with members from ex-Coinbase, Kraken, OpenZeppelin, Ethereum Foundation, BCG, and IDEO. Why You Might Not Be Excited About Us:* We're still a fairly young company (founded Oct 2022), so if you like more established companies, this role isn't for you. Projects and priorities may shift; being comfortable operating with some ambiguity is important. * Everyone on the team is extremely driven and works incredibly hard to push towards our lofty ambitions.* blithequark is an unabashedly pro-startup, pro-crypto organization. If that's not your thing, this isn't the place for you. Additional Details:* This role is only open to candidates that are legally authorized to work where they reside. * Due to the remote nature of the role, blithequark does not currently sponsor candidates for visas or work authorizations/permits and does not currently support the transfer of visas or work authorizations/permits from prior employers to blithequark. * Compensation includes a competitive salary, stock options, PTO, and employee benefits including healthcare.If you're a motivated, customer-focused professional with a passion for driving seamless experiences, we invite you to join blithequark as our Customer Experience Operations Generalist. and be part of a pioneering company reimagining governance for DAOs. Equal Opportunity Employer blithequark is an equal opportunity employer dedicated to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, and business need. We strongly encourage applications from underrepresented communities.LocationThis role is totally remote but will require occasional travel for IRL meetings and events. We typically meet as a team at least 2x a year for ~3-5 days, and this role will also attend conferences (~3/yr) to meet with customers. The right candidate should be excited about this!