Customer Support Manager - Crypto Startup

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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