CoinFlip is hiring a

Web3 Call Center Supervisor

CoinFlip is a leading fintech company powered by cryptocurrency. Believing everyone deserves to participate in the new digital economy, the company operates one of the world’s largest networks of cryptocurrency ATMs — with over 4,000 active kiosks — as well as an over-the-counter trading desk. In 2022, CoinFlip became an international company by expanding into Canada, and launched CoinFlip Ventures, a new initiative designed to support start-up companies. 

CoinFlip placed No. 60 on the 2021 Inc. 5000 list of the nation’s fastest-growing private companies. CoinFlip was also named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain’s Business. 

As our growth trajectory continues, we’re looking to quickly expand all of our teams. It’s an exciting time to join CoinFlip as we’re pursuing additional business lines and continued international expansion to further cement us as a leading financial technology company. 

We are looking for a talented, empathetic and motivated leader to join us as a Customer Support Supervisor. As a Customer Support Supervisor, you will be charged with training, developing, and motivating our customer support agents as they service and support our growing global customer base. Supervisors will assist with the day-to-day affairs of the team, including handling escalated customer issues, ensuring all agents are performing up to expected standards, and providing guidance and direction so that agents are supported throughout their shift. Successful candidates will demonstrate strong attention to detail, excellent time management, prior experience leading/managing teams, and a demonstrated ability to effectively manage for performance.

Responsibilities:

• Provide guidance and direction to team members, including setting performance standards and monitoring agent, team, and department level KPIs.
• Develop, maintain, and continually evaluate productivity standards to improve service operations, procedures, and agent efficiency.
• Evaluate performance of team members; provide remedial coaching when needed; recommend personnel actions according to company policy and procedures.
• Prepare and conduct performance evaluations that are timely and constructive.
• Monitor the time management, mood and morale of team members.
• Maintain a productive and positive working environment.
• Identify opportunities to update or improve customer service procedures and make recommendations to the Manager/Director of Customer Service or other appropriate staff.
• Work with Customer Support Manager(s) to coordinate meetings and agendas with the team and/or other departments to discuss obstacles, needed resources or issues in completing service requests.
• Assure that each team member has the necessary information to effectively participate in team discussions and strive for a consensus on implementing policies and practices.
• Explain products and services in a courteous and respectful manner, demonstrating knowledge of company product lines, services, and policies.
• Handles escalated calls or emails; resolves disputes and collaborates with other departments when required.
• Hire and onboard new employees.
• Other duties as assigned.

Qualifications:

• Min. 3 years of supervisory/management experience required.
• Previous experience in a call-center or high-volume customer support role preferred.
• Bachelors degree preferred, but not required.
• Prior experience as customer support supervisor or similar supervisory position for a minimum of 3 years; previous call-center experience preferred.
• Excellent people management and supervisory skills; Ability to effectively coach and mentor customer service representatives.
• Excellent (English) verbal and written communication skills; additional languages a plus
• Ability to troubleshoot/resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Outstanding communication, negotiation, and de-escalation abilities
• Ability to work in a face-paced environment and willingness to quickly adapt to change
• Knowledge of customer service best practices
• Proficient in Microsoft Office Suite or related software.
• Highly organized with attention to detail, and a “can-do” attitude.
• Familiarity with call-center contact solutions/software a huge plus (e.g. Salesforce, Zendesk, Five9, AWS Connect, etc)

Nice to Have:

• Basic knowledge of cryptocurrency and blockchains
• General passion and knowledge of fintech and crypt

Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge. Compensation is above and beyond a typical “startup” — we offer competitive salaries, performance-based incentives, and competitive benefits for full-time employees.

CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted. 

By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and we’ll work with you to meet your needs.