Bitcoin Depot is hiring a
Customer Support Team Lead

Summary

Bitcoin Depot is seeking a Customer Support Team Lead with knowledge of cryptocurrency to manage their customer support team, provide guidance, and ensure customer satisfaction. The role involves staying updated with developments in the crypto industry and requires excellent communication skills, experience in customer support roles, people or project management experience, and knowledge of the crypto industry.

Requirements

• Proven experience in customer support roles, with a minimum of 3 years of people or project management experience
• Excellent communication skills, both written and verbal

Responsibilities

• Manage a team of customer support representatives to provide prompt, professional and courteous support to our customers via email, phone, and chat
• Monitor team performance and ensure that key performance indicators (KPIs) are met, such as response times, customer satisfaction scores, and resolution rates
• Continuously improve the quality of customer support by analyzing customer feedback, identifying areas for improvement, and implementing solutions
• Develop and maintain relationships with customers and external partners, acting as an advocate for their needs and concerns
• Provide support and guidance to the customer support team, including training and development opportunities, coaching, and performance management
• Collaborate with other teams across the organization to ensure the highest level of customer service is being provided
• Complete and manage other tasks as assigned by the Customer Support Manager
• Stay up-to-date with developments in the cryptocurrency industry and provide expert knowledge to customers and the support team
• Develop and maintain documentation and processes for customer support operations

Preferred Qualifications

• Experience building data reports within systems like ZenDesk is a huge plus
• Knowledge of the cryptocurrency industry, including blockchain technology and major cryptocurrencies such as Bitcoin, is a plus
• Experience working with CRM systems and support ticketing software (Zendesk)
• Ability to analyze customer feedback and data to identify trends and areas for improvement
• Strong problem-solving skills, with the ability to think creatively and adapt to changing circumstances
• Ability to work in a fast-paced, dynamic environment

Benefits

• 401K Matching
• Health benefits are offered with a company contribution toward premiums
• Paid wellness membership
• Equity
• Paid time off & holidays
• Annual in-person team-building events
• Virtual team building events
• Remote first environment