TD₿: Bitcoin Policy Summit Live from Washington, DC (a Livestreamed Conference) by The Bitcoin Policy Institute

TL;DR: Starting at 8:30am Eastern Time today, watch the live stream of the Bitcoin Policy Summit.

Apr 26, 2023

Hey Bitcoiners,

The Bitcoin Policy Summit is a one-day policy conference exploring Bitcoin as a strategic opportunity for the United States. Featuring Senator Cynthia Lummis, Senator Ted Cruz, Representative Tom Emmer, Representative Tim Ryan, Matthew Pines, Alex Gladstein, Natalie Brunell and many more!

We’re livestreaming the event starting at 8:30am ET this morning on the Swan YouTube channel, here:

Enjoy!

Tick tock next block,
Cory Klippsten

Short Video of the Day

Quote of the Day

“Your money shouldn't steal from you.” — Bitcoin Tina

Job of the Day

Head of Client Services — Swan Bitcoin

The Role

Swan is looking for a new Head of Client Services. If you are a Bitcoiner, this is your chance to contribute daily to the mission of Bitcoin adoption in a tangible way. You will manage the team that helps people and entities adopt bitcoin and increase their exposure to bitcoin through their investment portfolios, treasury accounts, retirement accounts, etc. This is a highly visible and rewarding leadership role that will manage a high performing + growing team.

Your responsibilities

Deliver a best-in-class client experience to our clients and prospects
Represent Swan, our services, and our culture in a high-quality way by:
Answering questions and inquiries in Zendesk via email, phone, Zoom, and chat
Resolving the most challenging questions and complaints
Troubleshooting technical/platform issues with internal teams and third-party partners
Identify recurring issues and work with the Product team to define functional requirements to improve client experience
Triage and prioritize both short-term and long-term opportunities to continuously upgrade our products and services
Answer questions and escalations on social media and review sites e.g., Twitter, Telegram, Trustpilot, App stores, etc
Organize and improve our FAQs, chatbot, and ticket routing
Act as a connective link between Product, Engineering, Risk and Operations teams and continuously drive improvement in Client Service quality and client experience
Support and coordinate external communication with our Marketing and Media teams
Mentor, train, and hire new Client Services agents
Design systems and infrastructure to scale our Client Services operations
Develop scalable onboarding processes for leads generated by Social Media and other teams at Swan
Develop data-driven insights on Client Service performance, including owning and reporting on key performance metrics on Zendesk and other platforms

Skills and experience that will help you succeed

2+ years managing a customer-facing technical support team (ideally for a fintech, SaaS, or other fast-growing business)
3+ years of Zendesk experience
6-8 years of customer service experience
Strong understanding of Bitcoin and the difference between Bitcoin and “Crypto”. We hire Bitcoiners, not crypto-enthusiasts. You should be excited to talk about Bitcoin, A LOT!
2+ years studying Bitcoin deeply (aka ‘down the rabbit hole’) with personal experience purchasing Bitcoin, self-custody, cold storage, etc.
Fast internet access and a stable workspace
Ability to work during US business hours