1st Line Customer Support Manager

LATOKEN exchange has 2 million accounts including 900k+ users of our Android app rated 4.4 by 25+ thousands of reviews. We leverage the next tech to make account opening as easy as Instagram.The technology and our Olympic sports culture can make us the first billion users digital wallet needed to free people to manage their financial life.Today, is a great moment to join us as crypto is expanding into mainstream financial market and ex CFO of JP Morgan joinedour advisory board and 2 presidents joined us in Davos.

For the past 3 years we have been developing our own blockchain (called “Lachain”) and we are now building the DeFi ecosystem based on it (including DEX, dApp, IDO, NFT etc) and launched our mainnet.
Here is our backlog.

Role: 1st Line Customer Support Manager
Unit: B2C

Role Mission: Prompt response and complete resolution of user issues.

Story:Traders need a prompt response & complete resolution of issues so they are retained at LATOKEN and recommended to friends and gave 5 stars at Google Play.Key PROBLEM's:

• User satisfaction rate> 95% in 30 days.
• 1st response under 60 seconds in 30 days.
• KYC approval < 15 minutes in 30 days.

How:

• Respond to issues.
• Сreate tickets.
• Process KYC requests.

Main performance number: Hit 95%+ users satisfaction
Second performance number: 1st response time in live chats
Third performance number: KYC is approved within mins

Functions:
• Respond : Respond to client issues in a live chat within 60 sec.
• Troubleshooting : Resolve client issues with tech team by creating tickets for 2nd line agents.
• QA : Test platform to catch issues before our users.
• Compliance : Review KYC applications.
• Up or Out : CS seats are for onboarding to the company. Overachieve and solve problems for other units to get promoted to next job within 6 months or free the seat.
• Feedback loop : Note client problems and share their feedback on breakfasts.
• Satisfaction : Ensure 95% user satisfaction rate.
• Community : Respond and maintain our telegram support group.

Requirement skills and experience:

Requirement skills and experience:

At least 6 months of customer support experience.

At least 6 months of experience working with social media (replying to customers, improving the image of the brand while responding).

Basic understanding of the crypto industry and the major products on the market.

Fluent written English.

Eager to work with people with high-performance standards.

Can code in python or learn over a weekend.

Olympiad winner.

Technical acumen & logical thinking.

Self-starting, multi-tasking, well organized, able to work in a fast-paced environment, result-oriented.

Ability to work 2/2 12h night shifts.