POSTED July 30

Customer Support Manager / Remote at Koinly

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

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.

About the role

We are looking for an experienced Customer Support Manager to drive exceptional customer service by managing and mentoring a team of support representatives. It’s our team’s goal to delight, educate, and help our users utilize Koinly to its full potential.

The Customer Support Manager will ensure the proper functioning of the customer support team with customer satisfaction, quality requirements, internal policies and alignment with 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

Manage customer service procedures, policies and standards in the department

Assist Customer Support team in resolving customer queries

Provide guidance and training on the application and technical environment

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

Evaluate overall customer satisfaction through customer surveys, trust pilot reviews etc. and come up with ways to improve it

Manage, mentor, and coach new and existing staff including conducting regular performance reviews and weekly timesheet approvals`

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 - we’re building a great product together that we all have a say in

Responsible for hiring new support representatives as required

Requirements

At least 4 years of experience in managing the customer support team

Experience in team management & coaching

Great written communication skills (your main communication channel will be written)

A love for going above and beyond for customers and making sure they get the best experience

Extremely organised, high attention to detail—you're careful at accomplishing tasks

A positive can-do attitude, open to new and unexpected challenges

Enjoys the fast-paced and “wearer of many hats” nature of working in a startup environment

Experience with Intercom or newsletter engagement tools is a plus

Strong technical background with a proven ability to resolve highly complex Incidents

Bonus points if:

You come from an accountancy or tax background
You have an interest in cryptocurrencies

Still reading? Reach out to us and let's talk! 

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