About Block Rewards: 

Block Rewards is a Canadian SaaS company offering innovative financial solutions that integrate Bitcoin into employee compensation and rewards. 

Role Overview: 

We are seeking an experienced Support Manager to start, lead and grow our support team. The Support Manager will work closely with the CPO and CTO to ensure an exceptional experience for our customers.  

This is our first hire for the support team, and we expect the team to grow significantly in 2025.  

This role will focus on providing responsive, systematic support, identifying recurring themes in support tickets, and reducing the volume of issues over time. 

Responsibilities: 

• Collaborate with the product and development teams to ensure that support processes deliver an excellent experience for the employees and clients we serve. 
• Manage and work with the support team to develop documentation that aligns with Agile practices, supporting both internal and external users. 
• Utilize Jira Service Desk to track, manage, and prioritize support tickets effectively. 
• Analyze large volumes of ticket data to identify common issues and recurring themes, using these insights to reduce the number of future tickets. 
• Host discussions and create plans with the product and development teams to solve problems systematically and enhance the overall product experience. 
• Ensure the support team meets Service Level Agreements (SLAs) for time to response and time to resolution, continuously improving these metrics. 
• Interact with customers with patience and professionalism, guiding them through troubleshooting and resolution processes. 
• Lead the customer feedback program, surfacing insights on customer enhancement requests and product suggestions. 
• Work remotely in the Pacific Time Zone, providing daily coordination and communication. 
• Use Microsoft Teams for team collaboration and communication. 

Qualifications: 

• Proven success as a Support Manager for a 1m – 5m SaaS Company. 
• Proven experience as a Support Manager ensuring customer delight. 
• Experience hiring and managing a team of 5+ support members. 
• Strong familiarity with Jira Service Desk and experience managing ticket workflows. 
• Experience working with Agile teams and contributing to the development of support documentation. 
• Ability to work with large data sets and analyze ticket trends to identify areas for product and process improvement. 
• Demonstrated patience and communication skills when working with customers to resolve their issues. 
• Experience establishing and working towards SLAs, particularly for response and resolution times. 
• Familiarity with Microsoft Teams for remote collaboration. 
• Ability to work remotely in the Pacific Time Zone (8 AM - 4 PM, Monday to Friday). 

Nice-to-Have Qualifications: 

• Knowledge of Bitcoin and cryptocurrency. 
• Knowledge of corporate compensation & rewards solution support. 
• Experience in the fintech or blockchain space. 
• Experience working in a startup environment.  

Location: Remote (Pacific Time Zone, 8 AM - 4 PM, Monday to Friday) 

Company: Block Rewards 

Type: Full-time