Customer Experience Team Leader, Bulgaria
Crypto.com
Customer Service
Sofia, Bulgaria
Posted on Friday, March 29, 2024
Job Responsibilities:
- Perform the basic management responsibilities, so that the CS function can be carried out normally, without interruptions;
- Inform, advise and monitor team members, who provide customer service, in the processing of their labour duties and specific assigned tasks;
- Ensure the team is always up-to-date with any changes that might have happened before or during the specific shift;
- Handle escalations as necessary or provide advice related to them;
- Prepare shift patterns and monthly schedules. Prepare ad-hoc scheduling plans if necessary (in the event of a backlog or under other unforeseen circumstances);
- Monitor staffing levels and coverage (Extra shifts, Sick leaves etc.);
- Monitor all the queues their team is responsible for (Incoming traffic of chats/emails, response times, etc.);
- Provide updates on/suggestions for improvements in the current operational setup within CS and how it could improve, incl. tools, practices, handling, speed, etc.;
- Monitor adherence to predefined KPIs and provide feedback on their adequacy over time;
- Prepare regular reports on current tasks and CS state.
Job Requirements:
- Experience in managing a CS team;
- Ability to be a self-starter, work closely with management and meet all goals within SLA;
- High proficiency in English (minimum C1 level of the CEFR);
- Availability to work on shifts;
- Hands-on experience in using a variety of communication channels such as phone, email, live chat, Facebook etc.; working knowledge of Intercom or Slack is a plus;
- Excellent customer service mindset and attitude to follow through and respond to problems/requests proactively and effectively;
- Attention to detail. You are a self-motivated and independent fast learner, not afraid but excited from often changes;
- Good interpersonal, problem-solving and analytical skills;
- Proficiency in MS Office.
#LI-Onsite
Life @ Crypto.com
Empowered to think big. Try new opportunities while working with a talented, ambitious and supportive team.
Transformational and proactive working environment. Elevate employees to find thoughtful and innovative solutions.
Growth from within. We help to develop new skill-sets that would impact the shaping of your personal and professional growth.
Work Culture. Our colleagues are some of the best in the industry; we are all here to help and support one another.
One cohesive team. Engage stakeholders to achieve our ultimate goal - Cryptocurrency in every wallet.
Are you ready to kickstart your future with us?
Benefits
Competitive salary
Medical insurance package with extended coverage to dependents
Attractive annual leave entitlement including: birthday, work anniversary
Aspire career alternatives through us. Our internal mobility program can offer employees a diverse scope.
Our Crypto.com benefits packages vary depending on region requirements, you can learn more from our talent acquisition team.
About Crypto.com:
Founded in 2016, Crypto.com serves more than 80 million customers and is the world's fastest growing global cryptocurrency platform. Our vision is simple: Cryptocurrency in Every Wallet™. Built on a foundation of security, privacy, and compliance, Crypto.com is committed to accelerating the adoption of cryptocurrency through innovation and empowering the next generation of builders, creators, and entrepreneurs to develop a fairer and more equitable digital ecosystem.
Crypto.com is an equal opportunities employer and we are committed to creating an environment where opportunities are presented to everyone in a fair and transparent way. Crypto.com values diversity and inclusion, seeking candidates with a variety of backgrounds, perspectives, and skills that complement and strengthen our team.
Personal data provided by applicants will be used for recruitment purposes only.
