Customer Support Manager

3 weeks ago

Calgary, 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.

Requirements

  • Proven experience in the cryptocurrency, blockchain, or fintech industries, with a strong grasp of industry-specific onboarding processes and flow.
  • Exceptional leadership skills, with experience managing a team of at least 3 individuals.
  • Demonstrated excellence in customer service and relationship management.
  • Outstanding communication skills, both verbal and written, with the ability to multitask effectively.
  • Must be highly organized, detail-oriented, and capable of working under pressure in a fast-paced environment.

Benefits

  • Competitive salary and benefits package.
  • Opportunity to work in a dynamic, fast-growing industry.
  • Professional development and career growth opportunities.
  • Flexible work arrangement with a blend of in-office and remote work.

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