Customer Service Manager (Remote) - Web3/Blockchain at

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

The Republic of Palau's Digital Residency Program provides the world's first Web3 ID, which supports the application of Palau ID and ID on-chain. As the Customer Service Manager at RNS.ID, you will play a critical role in leading our customer service initiatives and ensuring that our customers receive unrivaled support. This role requires an individual who is not only well-versed in web3 and blockchain technologies but also demonstrates exceptional leadership and organizational skills. You will oversee the application screening process, coordinate regulatory submissions, and maintain the highest level of service quality by regularly updating internal procedures and assessment materials.

Key Responsibilities:

-Oversee the customer service operations, providing excellent support and resolving complex issues in the web3 environment.
-Manage the screening of customer applications, ensuring that information is accurately collected and presented to government agencies when necessary.
-Regularly review and update the pre-assessment questions to reflect material changes and current conditions in the web3 market and regulatory environment.
-Maintain and update macros and other automated tools for efficiency, ensuring they are correctly utilized by the customer service team for consistent and accurate responses.
-Attend daily group meetings to align with broader team goals, report on customer service department metrics, and gather cross-functional input to drive service improvements.
-Train and mentor customer service representatives on the latest web3 developments, customer handling techniques, and internal protocols.
-Foster a culture of continuous improvement by initiating changes to enhance customer service delivery and team performance.


-Bachelor’s degree in Business Administration, Communications, or related field, or equivalent work experience in customer service management roles.
-A minimum of three years of experience in a management position within customer service, ideally in technology or blockchain-related fields.
-Deep understanding of web3 technologies and a passion for the evolution of digital identity services.
-Experience in handling customer service issues related to government regulations and compliance requirements.
-Strong analytical skills with experience in creating, updating, and utilizing macros and other customer service automation tools.
-Demonstrated ability to lead, coach, and support a diverse and remote customer service team.
-Excellent written and verbal communication skills in English, with proficiency in additional languages being an asset.

To apply, please submit your resume and a cover letter highlighting your relevant experience and why you are interested in joining RNS.ID. 

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