We are a profitable cryptocurrency-based startup, and we're growing at an exciting pace. We're seeking a Director of Customer Service to manage our existing team of 45, that have recently transitioned into a 100% remote environment. We're looking for someone that has experience building remote call center environments, teams and optimizing call centers for peak customer happiness.
Are you the type of person that would love the challenge and thrill of joining an early-stage startup? Are you passionate about cryptocurrency, and eager to drive adoption in this space? Do you love building call center teams, processes and culture? Look no further!
We are very intentional about our hiring process and employee experience. Culture is super important to us - and we aim to build a top-performing, diverse team who all enjoy working and innovating together. We have lots of great things in the works and a plan of action to deliver industry-leading crypto and fintech products to our ever-growing user base.
Join us on our journey to being a leader in the crypto space!
Primary Responsibilities
Oversee and take full responsibility for both smooth daily operations and calculated strategic direction for the support team.
Develop, implement, maintain, and improve systems and best practices that will help the support team grow and scale efficiently with our user base.
Ensure a consistent, branded communication style from every agent with every user.
Optimize all aspects of the employee's lifetime with us, from initial training, to 1v1's and coaching, through continued education and professional development.
Analyze overall team performance, individual team performance, and identify improvements for each individual, and with any process.
Build remote processes and team that identifies customer-impacting issues, assesses severity and reach of impact, and escalates with the proper priority.
Identify KPI's and generate/monitor reports on a daily and weekly basis to ensure strong and consistent performance from the support team.
Review and monitor all data within your grasp to identify customer trends and product improvements that can help reduce the burden on the support team, and improve customer retention.
Be a driving force behind the changes to the product, our processes, and policies to build a customer-centric and inclusive workforce while providing the best user experience to reduce support inquiries.
You work across departments to solidify good working relationships and positive collaboration.
Identify and take ownership over additional responsibilities as they arise.
What we're looking for in a candidate
8+ years of total experience with customer service, customer support, etc.
2+ years of experience building remote call center teams and processes
2+ years of experience managing call center teams and optimizing for performance
Data and technology focused mentality
Passion for cryptocurrency (experience not required)
Nice to have experience
Experience working for a rapidly growing startup, and managing change
International customer service experience
Experience in financial services, fintech and/or crypto
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
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