Company Overview:Our Client is a leading name in the cryptocurrency exchange sector, is committed to delivering superior customer experiences through innovative technology and unparalleled support. As they continue to grow, we are looking for a dedicated
Customer Support Manager who understands the dynamic nature of the digital finance.
Role Overview:The
Customer Support Manager will play a crucial role in shaping the
Customer Support department, acting as the first point of contact for customers and representing the company's values and commitment to service excellence. This position demands a professional with a deep understanding of the cryptocurrency industry, compliance protocols, and outstanding managerial and customer relationship skills.
Key Responsibilities:- Oversee the Customer Support team, providing leadership and guidance to ensure high-quality service delivery across all communication channels (live chat, phone, email).
- Recruit, train, and manage a small team, fostering a culture of excellence and continuous improvement.
- Serve as the primary liaison between the company and its clients, ensuring a smooth onboarding process and efficient resolution of inquiries and issues.
- Drive the closure of client queries and transactions, ensuring satisfaction and loyalty.
- Demonstrate excellent multitasking abilities, managing multiple communication platforms and tasks simultaneously.
- Uphold and enhance compliance protocol knowledge within the team.
- Engage in occasional in-person meetings, maintaining a presentable and professional demeanor at all times.
Requirements- Proven experience in the cryptocurrency, blockchain, or fintech industries, with a strong grasp of industry-specific onboarding processes and flow.
- Exceptional leadership skills, with experience managing a team of at least 3 individuals.
- Demonstrated excellence in customer service and relationship management.
- Outstanding communication skills, both verbal and written, with the ability to multitask effectively.
- Must be highly organized, detail-oriented, and capable of working under pressure in a fast-paced environment.
Benefits- Competitive salary and benefits package.
- Opportunity to work in a dynamic, fast-growing industry.
- Professional development and career growth opportunities.
- Flexible work arrangement with a blend of in-office and remote work.
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