Who We Are

About the Opportunity

What You’ll Be Doing

• Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed, and any metric that affects the service quality.
• Ensure good quality of services and strict adherence to processes.
• Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service.
• Participate in recruitment activities (screening, interviewing).
• Day to day responsibilities include: -Ensuring daily operation runs smoothly. Report incidents to stakeholders in a timely manner. -Provide performance monitoring of KPIs, identify trends and issues in Service quality. -Conduct weekly/monthly performance reviews with customer service agents. -Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training. -Conduct process update/improvement projects and workshops. -Communicate business updates, policy changes, and any relevant information to stakeholders in a timely manner. -Planning customer service agent's monthly schedules while managing daily shrinkages

What We Look For In You

• Bachelor’s degree or relevant experience of at least 3 years in leading a team in a call center environment.
• Experience leading large (>15 members) and diverse teams.
• Proven experience and knowledge in effective hiring, training, coaching, and people management practices.
• Strong planning and interpersonal skills as well as process-driven and detail-oriented personality.
• A team player with the ability to work in a cross-functional environment and to lead complex operational initiatives.
• Fluency (Verbal & Written) in English is required – other language is a plus.
• Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
• Willingly to work according to given schedule to support 24x7 operations.
• Display ownership and accountability for offering solutions to benefit our customers and the business

Nice to Haves

• Additional European language skills are highly desirable.
• Familiarity with cryptocurrency and/or finance-technology industry.
• Experience and flexibility working with diversified teams across global offices and time zones.
• Working knowledge of CRM tools, such as Zendesk.
• Basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite

Perks & Benefits

• Competitive total compensation package
• L&D programs and Education subsidy for employees' growth and development
• Various team building programs and company events
• Wellness and meal allowances
• Comprehensive healthcare schemes for employees and dependants
• More that we love to tell you along the process!

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