About Coin Factory Nestled in the heart of Switzerland, Coin Factory is a global powerhouse in cryptocurrency and blockchain innovation. We're not just another tech company — we're pioneers in asset tokenization, decentralized finance, and gamification-as-a-service (GMaaS). With over $5B in digital assets under management, we're empowering startups, enterprises, and investors through groundbreaking tokens like MGC (Meta Games Coin), RZUSD, RealEstate, and game-changing products such as CoinLoan, CoinMiner, and RankingGame. Now, we're searching for a Global Director of Customer Service to help us elevate our customer support to new heights.
Role Overview Reporting directly to the Chief Product Officer, you'll spearhead Coin Factory's global customer service strategy. Your mission? Deliver world-class support that wows our diverse client base — from crypto enthusiasts and gamers to institutional investors. You'll build and manage a high-performance, multilingual service team that supports our token portfolio and products, driving customer satisfaction and loyalty in the fast-paced world of crypto.
Requirements
Responsibilities
- Craft and implement a global customer service strategy that provides stellar support for Coin Factory's tokens (MGC, RZUSD) and products like GMaaS and CoinLoan.
- Assemble and lead a distributed, multilingual customer service team offering 24/7 support across email, chat, and community platforms (Discord, Telegram).
- Design scalable support processes and leverage tools like Zendesk and Intercom to seamlessly handle inquiries about token transactions, gaming integrations, and DeFi services.
- Collaborate closely with product and marketing teams to ensure support aligns perfectly with user needs and brand messaging.
- Dive deep into customer feedback and service metrics to continuously refine and improve user experiences.
- Maintain rigorous compliance with global crypto regulations, including KYC/AML protocols in all customer interactions.
- Champion a customer-centric culture, training teams to expertly navigate complex blockchain and gaming-related queries.
Qualifications
- 7+ years of customer service leadership experience, with at least 2 years specifically in cryptocurrency, blockchain, or fintech.
- Proven ability to build global support teams that consistently achieve 90%+ customer satisfaction scores.
- Deep expertise in customer service platforms (Zendesk, Salesforce Service Cloud) and community management tools like Discord.
- Robust understanding of crypto markets, tokenomics, and blockchain gaming ecosystems (play-to-earn models).
- Track record of managing multilingual teams in high-growth, tech-driven environments.
- Exceptional leadership, communication, and problem-solving skills that make complex challenges look easy.
- Bachelor's degree in Business, Communications, or related field; advanced degree or relevant certifications are a significant plus.
Benefits
Why Join Us?
- Competitive package with base salary, bonuses, and equity options.
- Lead customer experience for a cutting-edge crypto and blockchain innovator.
- Flexible remote work options or join our team in beautiful Zug, Switzerland.
- Collaborate with a global, passionate team revolutionizing finance and gaming.
- Comprehensive benefits including health coverage and professional development support.
How to Apply Simply click "Apply Now" on LinkedIn and submit your resume, LinkedIn profile, and a compelling cover letter that showcases your customer service leadership experience and your passion for Coin Factory's mission. We can't wait to meet the leader who will take our customer support to the next level!
Coin Factory is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace.
