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Customer Support Manager
29 days ago | 243 views | 2 applications

Customer Support Manager


About the company

Shakepay is reimagining financial services to give every Canadian their fair shake, by making it bitcoin-friendly, secure, and rewarding. When Shakepay launched in 2015, it quickly became one of Canada’s fastest-growing financial institutions. Backed by top venture funds having raised $44M+ and trusted by over one million Canadians and counting. People who choose careers at Shakepay are helping shape a future of financial freedom, opportunity, and prosperity for all Canadians.

Job Summary

You will

📍Coach, lead and manager a team of customer support reps. Work on growing, and scaling cs team and cs team processes. 📍Collaborate with other teams within the product operations department to ensure cross team processes are clear, efficient and cohesive for all teams. 📍Track and coach CS on team metrics, ensure the productivity of reports meets the team goals. 📍Work with individual reports on their own personal growth, provide learning opportunities, challenge them with tasks to promote the growth they want for themselves. 📍Ensure a 7/5 customer experience at Shakepay 📍Facilitate bottom up feedback from your team about points of friction for the customer and opportunities to improve operational efficiency.

Must have

📍1+ years managing a customer support team 📍Proven leadership, strategic thinking and decision-making abilities 📍Understanding and curiosity of the cryptocurrency space 📍Demonstrated ability to make decisions independently based on logical assumptions and factual information 📍Strong interpersonal skills; able to develop and maintain effective working relationships with all levels of internal and external contacts and with diverse cultures 📍Self-starter with proven ability to identify issues and projects

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