Customer Support Manager

2 weeks ago

Vancouver, Canada Eminence Talent Group Full time

Company Overview:

Our Client is a leading name in the cryptocurrency exchange sector, is committed to delivering superior customer experiences through innovative technology and unparalleled support. As they continue to grow, we are looking for a dedicated Customer Support Manager who understands the dynamic nature of the digital finance.

Role Overview:

The Customer Support Manager will play a crucial role in shaping the customer support department, acting as the first point of contact for customers and representing the company's values and commitment to service excellence. This position demands a professional with a deep understanding of the cryptocurrency industry, compliance protocols, and outstanding managerial and customer relationship skills.

Key Responsibilities:

  • Oversee the customer support team, providing leadership and guidance to ensure high-quality service delivery across all communication channels (live chat, phone, email).
  • Recruit, train, and manage a small team, fostering a culture of excellence and continuous improvement.
  • Serve as the primary liaison between the company and its clients, ensuring a smooth onboarding process and efficient resolution of inquiries and issues.
  • Drive the closure of client queries and transactions, ensuring satisfaction and loyalty.
  • Demonstrate excellent multitasking abilities, managing multiple communication platforms and tasks simultaneously.
  • Uphold and enhance compliance protocol knowledge within the team.
  • Engage in occasional in-person meetings, maintaining a presentable and professional demeanor at all times.
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