The Customer Support team is the first point of contact for all our customers.
We are responsible for providing excellent customer service by quickly identifying issues, offering effective solutions, educating customers to reduce future contacts, and owning the query until resolution or escalation.
The team also identifies improvement opportunities aligned with key metrics such as Customer Agent Impact Score (CAIS), First Contact Resolution (FCR), and transfers.
Our customer support team is essential in delivering support to ensure we remain the most trusted cryptocurrency platform.
Responsibilities:
Lead a team managing daily activities impacting customer experience.
Utilize reports, tools, and systems to monitor real-time performance.
Coach team members at all levels; develop poor performers and motivate top performers.
Provide guidance through practical demonstrations to reduce escalations and promote self-sufficiency.
Enhance customer experience by collaborating across functions to optimize planning, staffing, performance, quality, and training.
Identify and act on customer improvement opportunities.
Monitor success metrics using dashboards and contact center tools.
Use performance management systems to evaluate and improve team performance.
Collaborate with CXO on product, process, and customer experience improvement initiatives.
Propose impactful solutions for customer issues and work with relevant teams to implement them.
Hold weekly or as-needed meetings to align on performance and initiatives.
Spend at least one hour daily handling queries and escalations to stay connected with customers.
Facilitate weekly team huddles focused on specific topics or metrics.
Understand top user issues and recommend product and policy improvements; communicate insights effectively, highlighting impact.
Minimum Requirements:
2+ years of people management experience in contact centers, BPO, or vendor management environments.
Fluency in English (verbal and written).
Native-level proficiency in Portuguese.
Ability to thrive in a fast-paced, multicultural team environment.
Curious mindset focused on learning, challenging norms, and business improvement.
Promote openness, transparency, and respect for privacy.
Commitment to equality, diversity, and inclusion.
Team-oriented with leadership skills to develop high performers.
Excellent communication skills across all levels and channels.
Experience in delivering high-quality customer service, sales, and account management within contact centers.
Knowledge of solution design, procedures, and operating models; proficiency with contact center technology.
Strong problem-solving and analytical skills, with an understanding of trends.
Experience working in a crypto company.
Experience with lean, Kazan, or other customer-centric programs.
Familiarity with KPIs such as daily, weekly, monthly performance metrics, issue resolution, FCR, CAIS, transfers, and productivity.
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