As the Director of Customer Experience at OpenSea, Felisha Wirtshafter plays a pivotal role in shaping the user journey within the rapidly evolving landscape of blockchain technology and digital assets. With a decade of experience in award-winning customer experience departments, Felisha is dedicated to fostering...
As the Director of Customer Experience at OpenSea, Felisha Wirtshafter plays a pivotal role in shaping the user journey within the rapidly evolving landscape of blockchain technology and digital assets. With a decade of experience in award-winning customer experience departments, Felisha is dedicated to fostering a culture of excellence and innovation. Her leadership is characterized by a hands-on approach, where she not only coaches her team to deliver exceptional service but also actively engages with customers to ensure their needs are met.
At OpenSea, Felisha is at the forefront of several key projects aimed at enhancing customer satisfaction and streamlining the user experience. She leverages her expertise in customer journey mapping and data analysis to identify pain points and opportunities for improvement, ensuring that every interaction is surprisingly delightful. Under her guidance, the customer experience team has implemented robust quality assurance processes and effective business process outsourcing (BPO) strategies, which have significantly improved customer satisfaction (CSAT) scores.
Felisha’s passion for creating meaningful connections is evident in her commitment to empowering her team. She believes that a motivated and well-trained staff is essential for delivering the high-quality service that OpenSea is known for. As the marketplace continues to grow, with over $14 billion in transactions in 2021 alone, Felisha’s strategic vision and leadership are crucial in maintaining OpenSea’s position as the largest peer-to-peer marketplace for cryptogoods. In her spare time, she runs initiatives that promote community engagement and education around blockchain technology, further solidifying her role as a thought leader in the customer experience domain.
