Xapo is a leading bitcoin wallet, and we have a mission to bring bitcoin to the everyday lives of people across the world.
Our business is growing fast, and we want to make sure we can keep providing the best quality support to our customers. We’re known for our fast responses to users, a positive attitude, and a real desire to find the best working solutions for the people who chose to use Xapo’s products and services.
Why do we want you for this role?
You are proactive, resilient and equipped with a positive attitude. You find solutions where other people don’t. You are resourceful and do not settle. You contribute to a high-quality customer support strategy, but you’re not afraid to dig deep and work with details. You love learning new things.
This position is remote – you can work from anywhere!
* Provide quality and efficient customer service to customers through the daily magement of a team of Customer Support Representatives.
* Coordinate team schedules ensuring that Xapo provides a 24/7 x 365 service to all customers
* Ensure that the workflow is equal among different members of the team delegating tasks accordingly
* Ensure the quality of the responses of the team overseeing day-to-day operations
* Review and resolve escalations acting as the first point of contact with customers, addressing incoming customer inquiries and offering productive solutions that increases customer satisfaction.
* Create a positive and collaborative working environment among the team.
* Evaluate team members and monitor their performance
* Create reports based on metrics analysis in order to improve the efficiency of the team.
* Previous experience as a customer support coordinator or team lead. Ideally experience with remote support such as chat and email.
* Must have previous experience with financial services, FinTech, E-Commerce or similar industries.
* Knowledge of bitcoin gets you extra points but it’s not necessary.
* Fluent English speaker is a must. Additional languages are a great plus such as Spanish, Portuguese.
Some of the best Perks of working for Xapo are:
* Attractive compensation.
* Great remote-work environment.
* Fully remote job.