Crypto.com is hiring a Web3 Customer Experience Operations Manager, Bulgaria
Compensation: $155k - $163k estimated
Location: Sofia, Bulgaria
Customer Experience Operations Manager, Bulgaria
Sofia, Bulgaria
Customer Care – Customer Experience /
Full-time /
On-site
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Job Responsibilities:
- Responsible for the management of Customer Care Team Leaders, their performance, and knowledge of company processes and procedures;
- Provide inspired leadership for the organization. Promote a company culture that encourages top performance and high morale;
- Own Customer Care Team Leaders management - performance reviews, constantly improving their skillset and developing their knowledge;
- Manage Customer Care Team Leaders’ tasks to ensure proper distribution and coverage;
- Build and adjust the Customer Success Department schedule. Answer inquiries related to the schedule;
- Raise and track issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to the appropriate level when required;
- Review with Customer Care Team Leaders the respective Customer Care Associate individual performance, attendance and take appropriate actions if needed;
- Ensure Customer Care Team Leaders provide regular feedback to the Customer Care Associates in their teams
- Work with Customer Care Team Leaders to identify talent and develop their skills;
- Participate in recruitment and selection for internal promotions;
- Monitor staffing levels and coverage (Extra shifts, Sick leaves, Overtime, etc.)
- Monitor KPIs - incoming traffic of chats/emails/calls, response times, etc…
- Monitor staff adherence to departmental/company policies, procedures, training;
- Participate in the setup and implementation of performance improvement plans for his team members;
- Prepare regular reports for incoming volume, staff levels, and forecasts;
- Identify trends and assess opportunities to improve processes and execution;
- Accomplish operations and organization mission by completing operation activities as needed;
- Participate in ad-hoc projects as necessary.
Job Requirements:
- Higher education;
- Extensive experience in the sphere of customer service and people management;
- The Operations Manager should preferably have basic knowledge of the applicable legislation in the areas of fintech and payment services;
- They must have an excellent understanding of the Company’s business, its technical, financial, and organizational structure and stay up to date on industry regulations, trends, and technology;
- The Operations Manager must be able to communicate effectively with people at all levels both inside and outside the Company and should have strong written and verbal communication skills. In addition, they must stand out with excellent leadership and organizational skills, decision-making skills, as well as conflict management;
- Act with integrity, initiative, perseverance, discretion, interest in customer service management, and motivation to occupy the position;
- English language; excellent computer literacy.
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Compensation: $155k - $163k estimated
Location: Sofia, Bulgaria
This job is closed
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