Koinly is hiring a
Customer Support Team Lead/ Crypto / Remote

Compensation: $25k - $35k

Location: United Kingdom

About Us

We are an early-stage start-up, based in London, with a solid product-market fit, impressive growth rates and a user base spread across the US, Europe and Australia.
Founded in 2018, Koinly is used by thousands of cryptocurrency investors, accountants and blockchain businesses and is also the preferred tax partner for a number of leading cryptocurrency exchanges. We are building tools to enable the widespread adoption of cryptocurrency by automating the regulatory hurdles of tax compliance and asset tracking.

The Role

​We are looking for an experienced Customer Support Team Leader to drive exceptional customer service by working with the Customer Support Manager managing and mentoring a team of support representatives. It’s our team’s goal to educate and assist our users on how to utilize Koinly to its full potential.
The Customer Support Team Leader will lead the team to success by coaching the team to reach their qualitative and quantitative targets, as well as develop and implement quality assurance processes.

Responsibilities:

  • Manage and direct the work of the technical support team by reviewing customer issues on a regular basis to ensure high levels of customer satisfaction and quality are delivered
  • Assist Customer Support Manager in resolving customer queries and collaborating with the team
  • Contribute to the ongoing enhancement of the customer knowledge base by ensuring the development of timely and relevant knowledge/help articles related to product use
  • Mentoring and coaching the team to reach their KPIs
  • Evaluate overall customer satisfaction through customer surveys, Trustpilot reviews etc. and come up with ways to improve it
  • Drive team performance to achieve key performance metrics related to productivity and satisfaction
  • Work closely with our development team to help resolve customer issues
  • Share feedback and insights with the broader organisation

Requirements:

  • 4+ years of experience working within a Customer Support team, preferably within the SaaS or Blockchain industry
  • Experience in leading, coaching and supervising a team
  • Great written communication skills
  • A love for going above and beyond for customers and making sure they get the best experience
  • Extremely organised with a high attention to detail
  • Self-motivated with the ability to organise and manage your workload
  • Enjoys the constantly changing, fast-paced, and “wearer of many hats” nature of working in a start-up environment

Advantageous points:

  • You come from an accountancy or tax background
  • You have an interest in cryptocurrencies
  • Experience with Intercom or newsletter engagement tools is a plus’

Koinly focuses on Bitcoin, Cryptocurrency, Blockchains, and Blockchain / Cryptocurrency. Their company has offices in United Kingdom. They have a small team that's between 11-50 employees.

You can view their website at https://koinly.io/

Apply Now:

This job is closed

Compensation: $25k - $35k

Location: United Kingdom

This job is closed


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