Mission: Delight and educate customers as they navigate and experience The ShapeShift DAO while gathering their feedback on their experience.
The poll is at the end of the proposal to vote on this proposal.
Changes from previous funding round (PAY ATTENTION TO THIS SECTION):
This funding round is requesting an additional 2 months to the 6 month proposal due to Workstream Leader - cryptohmeg’s maternity leave that falls right at the time a new proposal would be due. To prevent interruptions in the team’s work and payroll, we’d like to request a one-time addition of 2 months to our proposal. Starting in 2023, our proposals will be 6 months at a time.
Total funding request is approx 7000 USD less per month than the initial proposal. This is due to cutting back on support staff, our Data Reporting Manager role dissolving into 4 different roles, and reducing the Workstream Leader’s salary, benefits and scope.
Workstream Leader’s role and salary have changed significantly. Responsibilities have been reduced to payroll, proposals, and leadership management. Other ancillary responsibilities have been passed to leadership team members (laid out in revised job descriptions below). Salary has been reduced by roughly 50%.
After SSMarc’s recent resignation, we have decided to divy up his workload among the remaining leadership team members. A salary adjustment has been made to match responsibility changes. This means we will be tentatively removing an entire position and trying out delegating the task list among the team. I have set aside an extra $200/month in the budget to compensate agents on any special projects they might be tasked with because of this change.
Performance highlights from our first proposal:
Goals:
Success Metrics:
Budget: DAO Support Budget Worksheet
What are Chua Awards? Myleene Chua was an agent with the ShapeShift Customer Support team for 2.5 years. She passed Sept 17, 2021. We wanted to remember her as she was a longstanding member of the team. She was sweet, kind, and loyal to her role. Now our monthly performance awards will be named after her. <3
Staffing:
Workstream Leader (parttime) - 1 @cryptohmeg
Helpdesk Manager - 1 @mogie
This role is also on the “leadership team” of Customer Support.
This role is also on the “leadership team” of Customer Support.
Quality Assurance:
Each month all agent’s work will be evaluated by their manager to determine their QA score. The process includes reviewing up to 10 tickets each month from each agent and scoring them based on our custom built QA system below.
Vendors:
All positions except for the Helpdesk Manager and workstream leader will continue to be contracted through Liberty Virtual Assistants.
The main vendor cost is for Zendesk. ShapeShift, Inc is grandfathered into a legacy Enterprise Plan with Zendesk which means we have access to the Zendesk Suite for only $125/pp billed monthly.
Total Funding for 8 months:
Total funding needed broken down by month of proposal: