Blue Cube Services Jobs

Customer Success Agent Supervisor (Daytime) Location - Philippines

Blue Cube Services is excited to recruit [] to work on a project for one of the world’s leading software platforms for digital assets.

This is a self-employed contractor role compensated in cryptocurrency. As such, candidates are responsible for their own tax declarations.

We are seeking a highly skilled [] to join our client’s global Customer Success team. Operating on a remote and contractor basis, you will play a pivotal role in ensuring the quality and efficiency of our first line Know Your Customer (KYC) processes. Preferred candidates should bring prior KYC and Quality Assurance experience, ideally in a front-office setting, where they have actively contributed to team performance through data analysis, process improvements, effective coaching and training initiatives, and improving overall customer satisfaction.

Roles and Responsibilities

• Act as daytime shift supervisor for 20+ front-line customer service agents responsible for Blockchain.com’s inbound support channels.
• Drive a culture of accountability, continuous improvement, and personal excellence
• Provide daily motivation and constructive feedback to maximize customer service outcomes.
• Conduct real-time monitoring of support channels to ensure proper staffing levels at all times
• Ensure tickets are assigned to agents according to operating procedures in collaboration with the QA team.
• Work with the QA and management teams to create and implement backlog remediation tactics as necessary.
• Manage the team to meet individual and team productivity goals on daily, weekly and monthly basis
• Lead weekly team meetings
• Conduct regular coaching and feedback sessions with agents in collaboration with the QA team.
• Supervise the team’s overall attendance and behavior, reporting any personnel concerns to management
• Regularly communicate new requirements, changes, and updates regarding internal SOPs or workflows to the team.
• Act as an escalation point for agents and notify management of product issues, bugs, and internal complaints.
• Act as a subject matter expert for agents, answering product and process questions and offering assistance as needed.
• Assist in both hiring and onboarding new agents, as well as performance managing and offboarding agents
• Collaborate with internal stakeholders across other departments as necessary

Experience & Skills

• Minimum of 3 years of total call or support center experience or 1 year of call or support center management experience.
• Exceptional interpersonal and communication skills.
• Strong supervisory experience, including staff development.
• Ability to hold team members accountable for job performance, including adherence, KPIs, and process.
• Superior knowledge of support tools and technology used to manage KPIs and SLAs (Zendesk experience preferred).
• Ability to lead group “root cause” problem-solving activities and rapidly develop countermeasures.
• Practical conflict resolution skills (both customer and agent conflict).
• Proven leader with advanced time management, planning, organizational, and multitasking skills.
• Ability and eagerness to learn new products and systems.
• Strong understanding of the support center environment and the key levers to enhance performance.
• Clear, concise, and practical communication skills (both oral and written, in English).
• Solution-oriented and positive mindset that openly embraces change and stretches goals.
• Strong organizational skills with an ability to prioritize objectives.
• Good computer skills, experience with Google Suite a plus.
• Ability to thrive in a fast-paced, ever-changing, and high-pressure environment.
• Able to work a flexible schedule occasionally, including weekday, weekend, and/or holiday overtime.

Compensation & Perks

• Competitive compensation in cryptocurrency
• Opportunities for progression based on performance
• Remote working flexibility