Summary

We are currently seeking a highly seasoned Customer Support Manager with a minimum of 5 years of demonstrable leadership experience in steering and nurturing successful customer support teams. The ideal candidate will possess understanding of cryptocurrency and blockchain technology, coupled with a proven history of crafting and executing customer support strategies in alignment with broader business goals. Exceptional communication skills, adeptness in problem resolution, and a proven ability to cultivate cohesive teams are pivotal. Proficiency in leveraging support systems, optimizing team efficiency, and adeptly leading remote teams through virtual platforms are key attributes we seek in potential candidates for this pivotal role.

Qualifications:

1. Leadership Experience:

   - Minimum of 5 years of experience in a customer support management role.

   - Successful track record of leading and managing a customer support team.

2. Industry Knowledge:

   - Thorough understanding of cryptocurrency and blockchain technology.

   - Proven experience in managing customer support teams in the crypto space.

3. Strategic Thinking:

   - Ability to develop and implement customer support strategies aligned with business goals.

   - Strong analytical skills for assessing team performance and identifying areas for improvement.

4. Communication Skills:

   - Excellent verbal and written communication skills.

   - Capability to effectively communicate with team members, other departments, and customers.

5. Problem Resolution:

   - Proven ability to resolve escalated customer issues and handle challenging situations.

   - Skill in providing guidance and support to team members in complex problem-solving scenarios.

6. Team Building:

   - Demonstrated experience in recruiting, training, and developing customer support teams.

   - Ability to foster a positive team culture and motivate staff.

Technical Requirements:

1. Advanced proficiency in using customer support systems like Zendesk and Freshdesk.

2. Strong internet connectivity with a minimum upload/download speed of 3-5 Mbps/10-20 Mbps.

3. Experience in managing and optimising customer support tools for team efficiency.

4. Capability to lead virtual meetings and coordinate with a remote team effectively.

5. Adequate hardware for video conferencing and team collaboration.

Skills

• Communications Skills
• Problem Solving
• Strategic Thinking
• Team Collaboration