Education Jobs at Localcoin

ABOUT LOCALCOIN

At Localcoin, we aim to empower our customers to join the crypto economy by helping them buy, sell, and convert digital currencies. In addition to running North America’s largest Bitcoin ATM network, we offer an expanding product line that makes digital currencies far more accessible for crypto-enthusiasts in their communities.

We believe that the cryptocurrency space is one that rewards passion, creativity, innovation and those willing to challenge the status quo. As a member of our rapidly-growing team, you’ll join a talented, dynamic group of team members who will encourage you to learn, grow and thrive in your career every step of the way. So if you’re a self-starter looking to hone your skills in a startup environment that fosters innovation, transparency and team connectivity, we look forward to hearing from you!

THE ROLE

The Customer Service team at Localcoin strives to provide our customers with a high-quality experience across all of our products. To continue to achieve our goals, we are looking for a Quality Executive/Trainer to join our growing team.

As a Quality Executive/Trainer you will be responsible for creating and maintaining methodical strategies to assess and implement actions to execute world-class customer service.

Reporting directly to the Customer Service Team Lead, you will establish yourself as the subject matter expert for all discussion about quality and training in Customer Service. Anticipate the need for training and onboarding programs and initiate these projects

YOUR IMPACT

• Improve and maintain the Quality Framework based on dynamic business needs
• Assist in developing processes for continuous improvement to optimize for better customer experience
• Be a voice for continuous improvement while providing feedback on opportunities and proactively share best practices
• Conduct weekly evaluations and provide meaningful and constructive feedback to ensure quality customer service
• Coach agents to ensure teams achieve quality and productivity results leading to optimal customer experience
• Analyze all customer service metrics (e.g. CSAT, CPI/CPH) and how the support team’s performance affects those KPIs
• Analyse trends and conduct deep-dives to find root causes of CSAT or quality anomalies and provide recommendations for improvement
• Take ownership and responsibility for Quality Assurance platforms such as Klaus
• Collaborate closely with Customer Service Team Lead to create and deliver effective training material and guidelines for the team
• Identify challenges and innovate new processes to keep operations efficient
• Recognize performance outliers and provide coaching/growth opportunities for long term success
• Engage in additional projects as required

THIS IS YOU

• Bachelor’s Degree
• 3 months experience as a Localcoin Customer Service Representative
• 2-3 years of experience in customer service
• Experience in providing feedback during coaching sessions
• Outstanding verbal and written communication and interpersonal skills
• Ability to prioritize tasks while working under pressure
• Demonstrates effective communication skills with attention to detail
• Passionate about coaching and helping the team succeed
• Ability to mentor team members with insightful constructive feedback
• Analytical thinker with the ability to make data driven decisions to drive results within the team
• Ability to see the problem both holistic view and granular details
• Tech-savvy individual with familiarity with using CRM and quality platforms (Zendesk, Jira, Klaus, Deputy and etc.)

THIS IS NICE

• Quality Assurance certification from a reputable organization
• Knowledge on Lean SixSigma
• Previous Customer Service Quality experience
• Demonstrated proficiency in training and development

WHY YOU WILL LOVE WORKING AT LOCALCOIN!

Professional Development

We are a fast-growing company and as a result, there are ample opportunities for career growth and professional development when you join our team. From a transparent promotion structure and defined career paths to a wide range of learning and development opportunities, we do what it takes to invest in your career and help you hone your skills so you can grow alongside us!

Hybrid & Flexible Office Environment

We’re flexible on where you work — a lot of our team are fully or partially remote. If you’d prefer this approach, we run remote-friendly meetings. Prefer an office setting? We're set up for that, too! We just moved into a big, bright downtown space that you can access directly from the subway line (perfect for those particularly cold winter days). The office has it all: a rooftop terrace with an amazing view, a pool, a fully equipped gym with fitness classes (yes, a free membership! In-line with our other awesome health benefits), plus little perks like snacks and games that help to keep things light. The office is accessible (ramps, elevators and barrier-free washrooms) and we’re following all COVID-19 safety guidelines very carefully. We’d love to see you!

Events and Socials

Just because we are working remotely, does not mean we don’t know how to get together! When you join our team, you’ll enjoy everything from virtual company-wide teaching and training days, industry events, themed monthly Fri-YAY happy hours, virtual team events and much more!

Employee Discounts

All of our team members enjoy exclusive employee discounts at all of our cryptocurrency ATMs across North America.