Customer Support Manager

4 days ago

Remote, Canada Shakepay Full time

Join our small, fiery team on a mission to usher in the Bitcoin Golden Age.

**About Shakepay**

Shakepay is on a mission to usher in a Bitcoin golden age, where Canadians have access to Bitcoin-friendly, secure, and rewarding financial services. When Shakepay launched in 2015, it quickly became one of Canada's fastest-growing financial institutions. Backed by top venture capitalists having raised $44M+ and trusted by over one million Canadians and counting, Shakepay is reimagining banking for the digital age. People who choose careers at Shakepay are helping shape a future of financial inclusion, opportunity, and prosperity for all Canadians.

**Customer Support Manager**:
As a Customer Support Manager, you will be leading a team of world class high performing Customer Service Representatives to deliver a 7/5 customer experience. You should have a keen interest in efficient processes and procedures, and a customer centric mindset.

**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

**Nice to have**
- Bilingual
- Availability to work weekend shifts

**Why join?**
- Be part of a groundbreaking journey: you'll live on the frontier of financial innovation. Bitcoin is rewriting the rules, and Shakepay is at the forefront.
- Impact and scale: with only 2% of Canadians on Shakepay, the potential for growth is massive. You can help us bring Shakepay and bitcoin to all Canadians.
- Rewarding benefits: we offer competitive compensation (every shaker owns stock options), benefits (health, dental, paramedical, disability, etc), and generous vacation time.
- Embrace continuous learning: ambitious individuals with an insatiable thirst for knowledge will feel at home. Working at Shakepay means you'll be working in an environment that encourages constant growth and development.
- Get paid in bitcoin: choose to take a percentage of your salary in the hardest, soundest money the world has ever known.
- Work remote: work from anywhere in Canada. If you're in Montreal or Toronto, you can also work from our offices.

Please note that while all of our roles are remote, we are a Canadian company and will not be sponsoring visas for this position. You must be eligible to work in Canada to apply.

Fluency in English is required due to the percentage of English-speaking customers and the nature of our platform, which is available to all Canadians.

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