Head of Customer Support - Crypto Bank

The Senior Customer Support and Operations Team Lead is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first while providing a continuous feedback loop from customers to various product teams.

• Operations

- Help set and report against monthly and quarterly performance targets, communicate key insights and obstacles to the teams and the broader company
- Work closely with the company's product teams to identify ways to improve the experience while reducing customer contacts through product changes
- Increase quality, effectiveness, and efficiency within Customer Support as well as collaboration and communication between functions and teams
- Ensure that a group of teams provides good quality and efficient support and meets KPIs
- Identify opportunities for group performance improvement and support leads with performance management
- Lead group planning and ensure clear and impactful plans 
- Create group long-term plans in alignment with regional and global OKRs
- Bring relevant initiatives to the regional level
- Ensure agents and leads have access to needed resources from supporting teams
- Validate forecast data
- Review and set operational goals for their group

• People Management

- Ensure the team leads are equipped with all the necessary tools, training, and support to perform their daily people management and operational tasks, communicate job expectations
- Plan, monitor, appraise, and review job contributions/compensations; follow and enforce standards and procedures; comply with legal regulations; approve team budget invoices and ensure they are submitted for payment
- Support team lead engagement and motivation
- Lead interviews with agents or leads and make hiring decisions, communicate job expectations during the hiring process
- Provide effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes for leads, approve compensation changes for agents
- Support leads in setting actionable goals that enable their growth in the company

• Relationship Management

- Maintain networks with various stakeholders within the organization and the vendor management team
- Participate in cross-team initiatives with various stakeholders on the need

• Budgeting

- Responsible for the team budget in the assigned teams

• Audit/Regulatory Compliance

- Communicate with legal counsel with the support of the People Team to remain compliant with governmental regulations

• Qualifications

- Experience leading Customer Service or customer-facing Operations team (experience in KYC is a strong plus)
- Experience being the lead of leads (your direct reports are team leads and indirect reports are customer service agents)
- Dynamic people leader who can effectively lead and develop your team and is comfortable having difficult conversations
- Passion for customer experience, technology, leading people and teams
- Ability to multi-task and take charge in challenging situations as well as the ability to manage, delegate, and oversee cross-team projects
- Highly analytical with the ability to dive into numbers to provide process improvements, prioritization, and forecasting
- Proven track record of taking individual ownership and responsibilities beyond your main daily duties as well as being a great team player
- Great cross-team collaboration and communication skills
 
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