Manage and lead a multilingual customer service team, ensuring alignment with company goals and maintaining high team performance.
Provide coaching, guidance, and performance feedback to team members to foster a positive and productive work environment.
Monitor daily operations, track performance metrics, and ensure service level agreements (SLAs) are consistently met.
Identify and address operational inefficiencies to enhance customer satisfaction and team productivity.
Collaborate with internal departments, including product, operations, and process optimization teams, to refine workflows and improve customer support processes.
Contribute to product enhancements based on customer feedback and recurring support issues.
Analyze customer feedback and identify opportunities to enhance the quality of customer service delivery.
Ensure team members are well-informed about product updates, policies, and procedures.
Leverage knowledge of cryptocurrency or financial services to address customer needs effectively and support the team in handling industry-specific inquiries.
Job Requirements
Proven experience in managing customer service teams, including hands-on leadership of frontline staff.
Demonstrated ability to collaborate with internal teams on process and product optimization initiatives.
Strong preference for candidates with cryptocurrency experience.
Banking or financial services experience will also be considered, especially with a demonstrated interest in cryptocurrency .
Fluency in German and English is mandatory.
Excellent interpersonal and communication skills with the ability to lead, motivate, and manage a team effectively.
Strong analytical and problem-solving skills to improve processes and resolve complex customer issues.
Experience as a trader or personal involvement in cryptocurrency is an advantage.
Familiarity with customer service tools, ticketing systems, and best practices in customer support.
