Customer Support Manager

  • bitFlyer EUROPE
  • Luxembourg
  • Jun 04, 2018
Permanent Other | Blockchain

Job Description

Please apply for this job via link: https://jobso.id/bedk

Application submitted via Blocktribe apply button may be reviewed with long delay.

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Role Description:

We are looking for a talented, entrepreneurially minded and data-driven candidate who also has a passion for helping and problem solving. Your mission will be to raise the quality of interactions that customers have with our support team and ensure that all our CS procedures are handled in a compliance-friendly manner. You will oversee, measure and improve the quality of our customer-support interactions, considering both quantitative and qualitative approach. As Customer Support Manager you will report directly to the COO and work closely with our Compliance team.

Responsibilities:

  • Directly manage a team of Customer Support representatives
  • Monitor team performance to ensure we meet and exceed service level agreements
  • Design, deploy and manage processes that improve team efficiency, quality and culture while scaling with the business
  • Define the impact and scale of emerging user related issues and skillfully handle escalated issues reported by customers
  • Investigate and isolate recurring customer problems, and proactively define and execute a solution
  • Handle emails from bitFlyer EU customers

Desired Skills and Experience:

  • 2+ years managing a team. Previous customer service agent experience is a significant plus
  • Experience in building operational procedures that are both scaleable and impactful
  • Great communication skills, empathy, and the ability to organize and inspire a team
  • An expert in Zendesk and Slack
  • Proficiency in Microsoft Excel and other MS Office products
  • Strong analytical and resolution skills
  • Experience in any of the following industries are a plus: Financial Front Office, Online Payments, Crypto-currency, Trading

Languages:

  • Fluent in English (oral and written communication)
  • Other European languages are desirable

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Please apply for this job via link:  https://jobso.id/bedk

Application submitted via Blocktribe apply button may be reviewed with long delay.

Pay Rate

50 000 - 70 000 Euro gross anually