Head of Customer Support - Remote

Overview

A team specializing in providing technology and liquidity to the financial sector, especially in the field of forex, cryptocurrencies and blockchain, is in search of a Head of Customer Support. The company's product provides access to the liquidity of cryptocurrency exchanges, allowing companies to offer customers fast and efficient cryptocurrency transactions, integrating exchange functionality and improving the user experience.

In Short

• Build and manage a scalable support team, including hiring and training.
• Handle escalated client issues, monitor KPIs, and improve service quality.
• Optimize Zendesk workflows and reporting for efficient ticket handling.
• Maintain a Help Center, update documentation, and enhance the chatbot.
• Improve access to support channels and streamline operations.

Requirements

• Experience in customer support management.
• Strong leadership and team-building skills.
• Proficiency in using customer support tools like Zendesk.
• Excellent communication and problem-solving skills.
• Ability to analyze KPIs and implement improvements.

Benefits

• Opportunity to work in a high-tech environment.
• Hybrid work format with potential for remote work.
• Be part of an ambitious team in the financial sector.
• Competitive salary and benefits package.
• Professional development opportunities.