Job Title: Customer Service Manager
Location: Calgary, Alberta, Canada
Company Overview:
Zetatech Services Inc. is a leading cryptocurrency exchange based in Calgary, committed to providing innovative and secure trading solutions for cryptocurrency enthusiasts. Our mission is to empower individuals to participate in the digital economy by offering a reliable platform for buying, selling, and trading cryptocurrencies.
Position Overview:
We are seeking a highly motivated and experienced Customer Service Manager with a strong background in cryptocurrency to join our team in Calgary. The ideal candidate will play a pivotal role in establishing and managing our customer support center, ensuring the delivery of exceptional service to our users. This position requires deep knowledge of the cryptocurrency industry, strong leadership skills to build and lead a team of customer service representatives, and the ability to identify and implement strategies to enhance customer satisfaction and retention.
Key Responsibilities:
1. Establish and Build Support Center: Develop and implement plans to establish a robust customer support center, including defining processes, selecting appropriate tools and technologies, and finding suitable office space in Calgary.
2. Team Management: Recruit, train, and manage a team of customer service representatives with expertise in cryptocurrency, ensuring they have the necessary skills and knowledge to deliver exceptional service. Provide ongoing coaching, feedback, and performance evaluations to maintain high standards of service quality.
3. Cryptocurrency Expertise: Serve as a subject matter expert on cryptocurrency-related inquiries and issues, providing guidance and support to team members as needed. Stay informed about industry trends, regulations, and best practices to effectively address customer concerns and inquiries.
4. Customer Service Strategy: Develop and execute strategies to improve overall customer satisfaction and loyalty within the cryptocurrency space. Analyze customer feedback and data to identify areas for improvement and implement solutions to address customer concerns effectively.
5. Process Improvement: Continuously evaluate and streamline customer service processes to enhance efficiency and effectiveness in the cryptocurrency context. Identify opportunities to automate repetitive tasks and implement new technologies to improve service delivery.
6. Quality Assurance: Establish quality standards and monitor customer interactions related to cryptocurrency transactions to ensure adherence to company policies and procedures. Implement quality assurance programs and provide regular feedback and training to team members to maintain service excellence.
7. Escalation Management: Develop protocols for handling escalated cryptocurrency-related issues and complaints, ensuring timely resolution and customer satisfaction. Act as a point of escalation for complex or high-priority cryptocurrency-related issues, working closely with other departments to resolve customer concerns.
8. Software Experience: Proficiency with Intercom, Cloudtalk, Sumsub, or similar customer support software is advantageous. Ability to rapidly grasp and adapt to new technologies and tools within the cryptocurrency domain.
Qualifications:
Benefits:
• Competitive salary and benefits package
• Opportunities for professional development and advancement
• Dynamic and supportive work environment
*** Please attach a cover Letter stating your interest in the position and affinity to crypto.
