Customer Support Manager

We are looking for a motivated, passionate and performance driven Customer Support Manager for Coinify’s Trade Services. You will be the main person responsible for ensuring that our customers always get the best experience and support and help ensure the customers’ voice within the organisation.

The Customer Support Manager will be managing the relationship with our outsourced 1st line support team.

The support team currently consists of 4 agents + 1 team lead who handles all first line support queries. The role will work closely with the Customer Support Specialist for Payments as well as the compliance team and the operations team. The Customer Support Manager is an important part of the feedback loop to the Trade Product team and you need to be an excellent communicator and efficient problem solver with an ability to maintain patience and calm and composure at all times. Responsibilities include:

• Manage the relationship with Coinify 1st line support team
• Act as second line support for escalated tickets

• Act as liaison between support and the wider Coinify organisation
• Managing the support escalations from Coinify’s partners
• Managing the Coinify Help Center as well as updating and optimising the macros
• Managing the transactional emails in regards to Coinify Trade Widget
• Managing SoMe customer queries

Key requirements:

• A proactive approach to your tasks
• Ability to organise, plan and prioritise assigned tasks as well as working effectively as part of a team.
• Strong communication and presentation skills
• Proficient skills in English verbal and written
• Remote team managing experience
• Minimum of 1-2 years team leader experience

Good to have:

• Some IT knowledge
• Experience working with FIAT transactions
• Previously worked on Zendesk/ Customer.io/ Slack