Customer Experience Platform Manager (Contract)

Description CoinFlip is a global digital currency platform company, focused on providing consumers simple and secure access to buy and sell cryptocurrency. The company operates the world's largest network of cryptocurrency kiosks by transaction volume with more than 5,500 kiosks across 49 U.S. states, Puerto Rico, Canada, Australia, New Zealand, South Africa, Italy, Panama, Brazil Mexico, and Spain. CoinFlip’s digital currency kiosks make buying and selling major cryptocurrencies accessible and safe for consumers who wish to purchase their digital currency using cash. CoinFlip also operates CoinFlip Preferred, a personalized over-the-counter service that provides investors with custom, white glove support for their cryptocurrency transactions. In 2022, CoinFlip launched CoinFlip Ventures, an investment group offering coaching, funding, and networking support to early-stage crypto and web3 projects. CoinFlip was founded in 2015 by Daniel Polotsky, Kris Dayrit, Alan Gurevich, and Ben Weiss. Headquartered in Chicago, CoinFlip placed in the top 500 on the 2021, 2022, and 2023 Inc. 5000 list, and on the 2022 and 2023 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain's, ranked in Chicago Tribune’s Top Workplaces in 2021 and 2022, and was awarded the 2021 and 2022 Stevie ® Awards for Customer Service. To learn more about CoinFlip and how to get started on your digital currency journey, visit www.CoinFlip.tech . CoinFlip is looking for a CX Platform Manager to own the systems and tools that power our customer support operations. This role blends hands-on CRM/Salesforce administration with ownership of our telephony/contact center roadmap and the reporting that keeps both teams and leadership informed. You'll be the go-to person for keeping our CX tech stack and comms configured, connected, and measurable. Responsibilities: Salesforce Configuration & Administration · Manage day-to-day configuration of Salesforce Service Cloud: objects, fields, page layouts, flows, validation rules, and permissions. · Troubleshoot user issues and handle routine maintenance and data hygiene. · Support integrations between Salesforce and other customer support tools. · Evaluate and implement new Salesforce features/releases relevant to support operations. Customer Support & Telephony Roadmap · Own and maintain the roadmap for our telephone/contact center platform (e.g., CTI integration, call routing, IVR). · Partner with support leadership to identify gaps and prioritize platform improvements. · Manage vendor relationships and evaluate new tools as needs evolve. · Coordinate rollout of new telephony features or integrations with minimal disruption to support operations. Reporting & Analytics · Build and maintain dashboards and reports on support performance (volume, response times, resolution rates, CSAT, etc.). · Deliver regular reporting to support and leadership teams. · Identify trends and flag operational issues surfaced by the data. · Other duties as assigned. Qualifications: · 2+ years of hands-on Salesforce administration experience (Service Cloud preferred). · Experience with a contact center/telephony platform (e.g., Amazon Connect, Five9, Twilio Flex, NICE, Genesys) — configuration or roadmap ownership. · Comfort building reports and dashboards in Salesforce (or similar BI tools). · Strong communication skills; able to work cross-functionally with support, ops, and leadership. · Detail-oriented and comfortable owning multiple workstreams at once. Nice to have: · Basic knowledge of cryptocurrency and blockchains. · General passion and knowledge of fintech and cryptocurrency. · Salesforce Administrator certification. · Experience in fintech, financial services, or a regulated industry. · Prior experience evaluating or migrating contact center platforms. Compensation: · Annual Base Salary: $40,000 USD Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge. Compensation is above and beyond a typical “startup” — we offer competitive salaries, performance-based incentives, and competitive benefits for full-time employees. CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted. By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and we’ll work with you to meet your needs.