Customer Support Manager

Purpose:

To ensure that the Support team is supporting Coinme customers with the highest degree of satisfaction, within defined SLA’s and capturing product improvement data

What you will do:

• Oversee all aspects of the customers’ support experience 
• Act as a single point of contact for escalations
• Direct management responsibilities for all designated resources, team objectives, morale and culture
• Motivate the team to deliver exceptional customer experiences
• Set individual & team goals and providing ongoing performance feedback as well as formal performance appraisals
• Attract, hire and retain top talent for each functional role
• Evaluate measurement criteria to evaluate trends in organizational performance, including: customer satisfaction, operating efficiency, and product quality
• Advocate for your team and collaborate across boundaries on process improvements, customer concerns, and business objectives
• Answer representative’s questions, guiding them through difficult calls and issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Lead team meetings, asking questions to better understand the calls and processes & providing feedback to internal teams
• Ensure staff are achieving desired service levels and taking corrective action, if needed
• Take on other tasks or projects to support employees, other managers and Coinme
• Communicate with other departments to resolve problems, escalated situations and expedite work when needed
• Improve customer experience by evaluating processes, communicating metrics and implementing changes to current processes for the product support team
  
• Act as a role model to others
  • Sets an example of integrity, ethical behavior and professionalism

Basic Requirements:

• Bachelor’s degree or a minimum of 4 years of management experience of front-line customer service personnel
• Core skills/competencies including but not limited to:
  • Performance Management
    • Strong coaching and leadership skills
    • Ability to motivate employees
  • Hiring, Training and Coaching
  • Customer Relations
  • Process Management
  • Data Analysis
  • Problem Solving/Conflict Resolution
  • Superior communications skills (presentation, written, and verbal)
  • Business Insight
  • Technical Curiosity
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
• Ability to work effectively and collaborate with internal Business Units such as Product & Engineering, Compliance, Marketing, HR and Senior Leadership
• Decisiveness and attention to detail
• In depth understanding of call center metrics that affect service level agreements and drive customer retention and satisfaction
  
• Experience with the technologies we use, including but not limited to:
  • Google suite of applications
  • Slack
  • Salesforce
  • Microsoft Office suite

Preferred Requirements

• Knowledge of Bitcoin and other cryptocurrencies
• Military experience a plus!
• Cryptocurrency compliance and security protocols

Compensation & Benefits

• Competitive salary 
• Company sponsored comprehensive health benefits package including health, dental, vision, life, and more
  (Some plans are 100% company paid)
• Option to participate in company-matched 401(k) plan
• Generous PTO policy
• Paid holidays

Location

This opportunity is for a full-time position located at our headquarters in the Columbia Tower in Seattle, WA
Working remotely part of the time is an option for the right individual
  This role will be remote while COVID restrictions are in place

Travel 

This position does not require travel at this time