About The Hiring Company:
EV Search’s client is one of the leading cryptocurrency exchange and web3 companies, serving more than eight million users across 60 countries. As the world’s fifth-biggest derivatives exchange and the world’s largest cryptocurrency derivatives copy trade platform, they continue to lead the industry, providing innovative solutions and empowering traders worldwide.
Job Description
- Oversee and lead a diverse, multilingual customer service team, ensuring alignment with organizational objectives and maintaining high levels of team performance.
- Provide coaching, mentorship, and constructive performance feedback to foster a positive and efficient work environment.
- Supervise daily operations, monitor key performance indicators (KPIs), and ensure adherence to service level agreements (SLAs).
- Identify operational challenges and implement improvements to enhance customer satisfaction and team efficiency.
- Collaborate with cross-functional departments, such as product, operations, and process optimization teams, to streamline workflows and refine customer support processes.
- Contribute to product development by incorporating customer feedback and resolving recurring support challenges.
- Evaluate customer feedback to identify opportunities for improving service quality and delivery.
- Ensure the team remains informed about the latest product updates, company policies, and procedures.
- Apply knowledge of cryptocurrency or financial services to effectively address customer needs and guide the team in managing industry-specific inquiries.
Requirements
- Proven track record of managing customer service teams, including hands-on leadership of frontline staff.
- Demonstrated expertise in collaborating with internal teams to enhance processes and products.
- Preference for candidates with cryptocurrency experience, though banking or financial services experience with a strong interest in cryptocurrency will also be considered.
- Mandatory fluency in both French and English.
- Exceptional interpersonal and communication skills, with the ability to inspire, motivate, and effectively manage a team.
- Strong analytical and problem-solving capabilities to improve processes and address complex customer concerns.
- Experience as a trader or personal engagement with cryptocurrency is advantageous.
- Familiarity with customer service tools, ticketing systems, and best practices in support operations.
How to apply: Please send your CV to the consultant in charge
Ms. Uyen Nguyen
E-mail: uyen.nguyen@ev-search.com
