Lead - Technical Product Operations
Alchemy
Our mission is to bring web3 to a billion people, by providing builders with the tools they need to build exceptional onchain products. Alchemy is the only complete developer platform that offers the powerful APIs, SDKs, and tools necessary to build and scale onchain apps and rollups.
Our infrastructure powers 70% of the top web3 teams, 90%+ of web2 companies building in web3 and 100+ million end users. Our customers include top web3 brands like Polymarket, OpenSea, Circle, WorldCoin, as well as major global brands like Shopify and Adobe.
The Alchemy team draws from decades of deep expertise in massively scalable infrastructure, AI, and blockchain from leadership roles at leading companies and universities like Google, Microsoft, Facebook, Stanford, and MIT.
We're backed by the world's leading VCs and institutions, including: Lightspeed, Silver Lake, a16z, Coatue, Pantera, Addition, Stanford University, Coinbase, and Charles Schwab, among others.
The Role
This role is responsible for overseeing and enhancing the efficiency of our technical support processes, ensuring an exceptional customer experience, and driving continuous improvements. The individual in this role will be responsible for bridging the gap between customer feedback and operational execution, ensuring that support strategies are implemented effectively. This will involve leading initiatives across Eng, Product, Sales, and CPE.
What makes this role unique is it’s emphasis on both strategic planning and project management within the realm of customer experience. Instead of focusing on direct customer interactions or building out backend support automations, this role requires a blend of leadership, operational acumen, and a deep understanding of customer needs.
What You'll Do
Some key responsibilities include:
- Develop and implement strategies for improving customer support efficiency and effectiveness.
- Collaborate with Product and Engineering to solidify and iterate on incident response processes.
- Analyze customer interaction data to identify trends, anticipate needs, and develop solutions to enhance customer satisfaction.
- Lead and manage the customer experience team, fostering a high-performance and customer-centric culture.
What We're Looking For
- Experience in a high-growth startup environment or a company known for exceptional customer experience
- Held roles focusing on customer experience, such as Product Ops Manager or a Customer Experience Leader.
- 5+ years of experience in operations, customer support, or a related field.
- Proven track record of successful customer-centric projects in areas like CRM implementation, customer feedback systems, or operational efficiency improvements.
- Will roll their sleeves up and execute.
- Strong leadership and team management skills to effectively guide and develop team members.
- Take pride in improving our systems and making people’s lives easier — even if it means a lot of manual work and challenging how things are currently done.
- Proficiency in effectively managing customer information and support operations, being able to perform data analysis.
- Product knowledge (or ability to pick it up quickly) — be able to understand how our customers are using our products and what their needs are insofar that they are able to communicate context to product teams.
- Attention to detail, ability to drive forward changes independently based on observations.