Boston, USA

Circle is a global internet finance company, built on blockchain technology, powered by crypto assets, and dedicated to helping people everywhere create and share value.

We’ve already made sending money around the world free and easy using blockchain technology with Circle Pay. With Circle Invest, we’re expanding our offerings with a cryptocurrency investment product, enabling anyone to buy and sell crypto assets. Through Circle Trade, we’re market makers for the top crypto coins and offer OTC trading services. In March 2018, Circle acquired Poloniex, one of the world's leading token marketplaces.

The VP, Customer Success will manage and optimize all customer experience operations across all of our product lines globally. The world of crypto - one of the most dynamic and fastest growing industries in the world - can be daunting for consumers and institutions alike. We are obsessed with the desire to have every interaction remind customers why they choose to place their trust in us despite other opportunities being available to them. Your mission is therefore to deliver a world class experience for every interaction our customers have with us and to do so in the most efficient and lean way possible.

What you'll work on

• Manage and lead the Customer Success teams across our US, European, and Asian locations. Growing this team from its current size, as the business demands and evolving its structure to maximize efficiency will be a key part of this role
• Solve problems through data analytics and continuous process improvement. This includes collecting and reporting on regional and product-specific performance data, with a particular emphasis on trend identification and actionable insights
• Design an appropriate organizational structure to efficiently address the various tiers of support that match our customers’ needs while setting and focusing on the Customer Success team’s goals and managing to a lean budget
• Build, operate, scale, innovate and develop best practices across geos
• Ensure the rest of the company knows how Customer Success is performing on a monthly basis and be a once- or twice-quarterly presenter at All-Hands meetings as well as what challenges it is tackling
• Design a fulfilling career experience for Customer Success agents to grow professionally within Customer Success and the company overall
• Manage stakeholder relationships across the broader business to ensure a unified focus on customer delight

What you'll bring to Circle:

• Minimum 10 years of operational experience. Must include managing large teams (25+) in a large company (300+) operating in multiple geographies
• Bachelor’s degree required. Graduate degree is ideal. but not required. 
• Skilled leadership: You’ll be building out not only a global team of agents, but also recruiting in and growing leaders from within
• You’ll bring positive energy, the desire to guide career growth, excellent communication skills, and a coaching mentality so the teams perform at the highest levels while enjoying a passionate and happy culture
• Experience and passion for optimization. You genuinely get a thrill out of creating, and seeing the positive results from, process improvements
• Data-driven and analytical mindset. You can look at any spreadsheet and know the right questions to ask to get to actionable outcomes and you know how to explain data in a digestible way
• Customer advocacy. Your prior record of passionate evangelism for customer delight speaks for itself
• Demonstrated passion for how cryptocurrency will reinvent the finance industry. Whether you’ve personally invested in crypto, worked in crypto before, or have studied it deeply enough to draw parallels between the prior industries you’ve worked in and crypto, your passion for this space is genuine and palpable
• Track record in an equally fast-moving industry and tech-first company that aims to disrupt an entire industry. You’re comfortable dealing with the shifting sands of a new industry and possess the resilience to change tack or chart a new course as the business demands
• Open and curious. You enjoy testing different support strategies and tracking the results. You love learning how things work and you're always looking for ways to innovate, including within the Customer Success discipline specifically as well as in the world of crypto more generally. 
• Excellent people management skills. You have demonstrated in past positions that you effectively manage teams, set goals, develop people to their highest levels of performance, and guide your teams through challenging situations and conditions

Circle was founded in 2013 by internet entrepreneurs Jeremy Allaire and Sean Neville. We’re backed by $250 million from investors including Jim Breyer (Facebook), Goldman Sachs, IDG Capital (Baidu, Tencent), General Catalyst (AirBnB, Snapchat), Accel Partners, and Bitmain, with offices in Boston, New York, San Francisco, Dublin, London and Hong Kong. Check us out at circle.com and download Circle Pay & Circle Invest for iOS and Android today. We are an equal opportunity employer and value diversity at Circle. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.