Team Lead of Customer Support

Description

We are an outsourcing company partnering with innovative fintech and crypto businesses. This role is part of a client project specializing in cryptofield. 

You’ll lead a remote team responsible for сustomer satisfaction and loyalty, ensuring accuracy, and maintaining a smooth client communication workflow. 

Requirements

• Lead the Team: Build, train, and grow a high-performing support team, set clear goals, manage schedules, conduct one-on-ones, and foster motivation and professional development.
• Optimize Processes: Define and implement service standards, streamline workflows, automate request handling, and build a knowledge base to scale team expertise.
• Drive Customer Excellence: Collect customer feedback, ensure outstanding support delivery, resolve client requests quickly, and identify service gaps to maintain and improve the company’s reputation.
• Implement Tools: Introduce and manage support technologies.
• Monitor & Analyze: Track KPIs such as request volume, types, and resolution time, and prepare regular report.
• Handle Escalations: Resolve complex or conflict situations, and design solutions for critical or unique cases, when needed.
• Collaborate Across Teams: Partner with product, development, marketing, and sales to share insights, report bugs, improve UX, and align customer communication strategies.
• Ensure Data Security: Safeguard customer data in all support processes and establish best-practice guidelines for the team.

Requirements:

• Domain: 1+ years in the crypto industry.
• Experience: At least, 1 year of experience in Customer Support/Product Management/Marketing Product Management or related fields connected with customer experience.
• Team Leadership: 1+ year of experience at managing and mentoring a team.
• English Level: At least, B2 or higher.
• Knowledge: Familiarity with blockchain cryptocurrency market.
• Tool Proficiency: Confident use of Slack, internal admin panels, and ticketing systems.
• Crisis Management: Good communication, conflict resolution and negotiation skills. 

Conditions and Benefits:

• Remote-friendly culture: Work from anywhere in the world with a flexible schedule in CET timezone.
• Room for ideas and ownership: We work in teams with full autonomy, empowered by our clients to take complete ownership of projects.
• Impact-driven approach: We focus on results and give you the opportunity to shape product and business logic and infrastructure.
• Opportunities for growth: Develop  in your existing career or transition to another area with advantage of coverage  50%  paid training and certifications, and participation in professional events.
• Benefits and compensation: Partial coverage of coworking space rent and psychotherapy, 50% coverage of professional training and certifications.