Crypto Jobs: Customer Service Team Leader
Job Type: Remote.
Status: Full Time.
Organization: Trust Wallet
Location: Worldwide
Role: Customer Service Team Leader
About Trust Wallet
Trust Wallet stands as a benchmark in crypto management, globally recognized for its inclusive, chain-agnostic approach, and self-custody capabilities. Serving tens of millions, Trust Wallet offers a secure, seamless, and user-friendly gateway to the extensive realms of cryptocurrency and NFTs. Proud of our diverse user base, we actively facilitate transactions, staking, minting, and safeguarding over 4.5 million cryptocurrencies across 66 renowned blockchains. In this ever-evolving landscape, our developer community relies on us to connect millions, enabling them to craft customized wallets and enhance crypto adoption.
If you’re passionately committed to developing cutting-edge SDKs and libraries powering blockchain innovations, join us on this journey. Collaborate to build next-gen crypto architectures and deliver groundbreaking technologies, illuminating the path of web3 evolution for our vast community.
Job Description
As a Customer Service Team Leader, you will directly supervise a team of customer service agents and three BPO agents, ensuring the highest quality of service by providing excellent solutions for customer inquiries/incidents. Assign work to the team, set priorities for efficiency, and productivity while serving customers in a professional and positive manner.
Responsibilities:
- Manage day-to-day operations within your team, including process escalation, quality checking, staffing needs, defining support strategy, and setting/hitting KPIs.
- Enhance customer experiences by focusing on demand management, measuring team performance, and driving necessary actions for improvement.
- Own customers’ issues, identifying opportunities for product improvement and raising them to Design, Product, and Engineering teams.
- Ensure customer expectations are met/exceeded through excellent service and support agents in resolving complex escalated customer issues.
- Identify, remove obstacles, frame, and escalate issues to related departments if not resolved quickly.
- Provide leadership, coaching, and mentoring to inspire, guide, and empower team members to achieve operational goals.
- Support individuals in achieving personal goals, including goal setting, development planning, performance evaluations, and improvement.
- Support effective communication across departments, creating a positive work environment.
- Manage BPO relationships.
- Create an effective team by motivating, problem-solving, and dealing with conflict.
- Provide regular, transparent feedback and reporting on team performance to Supervisor/Manager/Head of Department.
- Stay up to date on the latest industry trends, technology, and best practices.
Qualifications:
- Minimum of 5 years customer service experience, with at least two years in team lead/supervisor/manager roles.
- Proactive, hardworking, methodical, and structured, able to work independently and within a team.
- Skills in listening, problem-solving, conflict handling, analysis, planning, management of competing priorities, creativity, and forward thinking.
- Ability to learn and adapt in a fast-moving environment, with experience in team management and strong leadership skills.
- Familiarity with shift working and shift management.
- Advantageous if you have worked in banking, finance, or the crypto industry.
- Prior experience with Freshdesk and generative AI tools.
- Supportive and positive.
- Integrity and humbleness.
Additional Information
Why work at Trust Wallet?
- Be part of the world’s leading blockchain ecosystem with endless career development opportunities.
- Work alongside diverse, world-class talent, in an environment where learning and growth opportunities are endless.
- Tackle fast-paced, challenging, and unique projects.
- Work in a truly global organization, with international teams and a flat organizational structure.
- Enjoy a competitive salary and benefits.
- Balance life and work with flexible working hours and casual work attire.
Apply today to join our team in building the world’s most trusted and secure crypto wallet, enabling a decentralized future for everyone.
Trust Wallet is committed to being an equal opportunity employer, believing that a diverse workforce is fundamental to our success.
By submitting a job application, you confirm that you have read and agree to our Candidate Privacy Notice.
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