Operations Lead - Customer Support

Summary

Join CoinGecko, a leading cryptocurrency data platform, as a Customer Support Lead. You will lead a team, providing excellent support to users, projects, and exchanges. Responsibilities include overseeing workflows, implementing best practices, and developing scalable processes. You will also manage community engagement, solve problems, report on performance metrics, and manage vendors. The role requires 8-10 years of experience in customer support, preferably in fintech, and a Bachelor's degree. CoinGecko offers remote work flexibility, flexible hours, comprehensive insurance, virtual share options, bonuses, and various allowances.

Requirements

• You have 8-10 years of experience in customer support roles, preferably in the fintech industry or start-up environment
• You have done and executed a long term operations roadmap - strategy, OKRs, etc. 6 months to 1 year ahead
• You can rally team members and other stakeholders to be excited about a project, and lead and execute it end to end
• You have a proven track record of having led a small team and successfully managed and coached them to level up such as (1) closing knowledge gaps and increasing technical expertise, (2) effective execution to deliver departmental targets and (3) defining clear goals
• You have a Bachelor’s degree in any relevant field with an interest in Operations
• You possess deep, substantial expertise in at least three areas of the Operations function - Coin/Token and NFT Curation, External Support, Exchange Addition/Info Update, Internal Operations, Community Management, etc
• You have excellent conceptual knowledge of everything related to blockchain, cryptocurrency, NFT, web3, and metaverse topics
• You have used Dapps, exchanges, and other web3 related products
• You are highly proficient in using CRM and automation tools (e.g. Zendesk) and have an excellent command of research tools such as Blockchain Explorers, DEX data aggregators, web analytics, etc
• You have a developed understanding of all CoinGecko’s products/services
• You have a genuine passion for providing positive, timely, and professional customer experiences
• You are self-motivated, resourceful, and have an entrepreneurial mindset with the ability to succeed in a fast-paced and highly agile environment
• You should be curious about data and able to tell stories using data
• You have a keen eye for detail and an exceptionally high bar for accuracy and quality
• You also hold your team to similar standards in their work
• You are humble in embracing better ideas from others, eager to make things better, open to challenges and possibilities
• You can set goals, plan and manage multiple projects, including the risks, costs, time, and team members involved
• You take ownership of the projects by ensuring all deliverables and targets are met within the agreed timeline
• You are self-motivated and can work independently with minimal supervision
• You have a strong sense of self-leadership and are curious and creative in finding ways to improve existing projects and workflows
• You demonstrate the ability to figure out solutions to hard problems with many constraints, using sound judgment to assess risks, and to lay out your argument in a well-structured, data-informed, written narrative
• You are fluent in written and spoken English
• You are an excellent communicator who can influence your teammates, colleagues, stakeholders, and key executives, through your use of data, logic, and storytelling, and you can build working relationships within the team and externally with customers
• You demonstrate sound judgment and ability to handle highly sensitive and private data
• You love delving into new technologies and new ways of doing things

Responsibilities

• Lead the team in providing excellent, timely and consistent frontline support to users, token/NFT projects, and exchanges within the specified SLAs
• Ensure the team conducts thorough and effective diagnoses to resolve users’ and teams’ issues through dedicated channels (Zendesk/Telegram/email/etc.)
• Oversee internal workflows for customer support and implement best practices to ensure consistent and accurate responses
• Develop, improve, and implement scalable processes and playbooks from scratch to streamline operations and maintain quality
• Conduct regular quality control to ensure consistent responses among team members in answering customer support questions
• Lead and mentor the team, fostering technical expertise and professional growth
• Set clear goals, track performance, and ensure alignment with organizational objectives
• Develop and nurture strong relationships with existing customers, token/NFT project teams, exchanges, and partners to build an active and engaged community
• Lead community support activities on platforms like Telegram, Reddit, Discord, etc such as posting updates, engaging with community members, and moderating conversations to maintain a positive, informative, and respectful environment
• Diagnose potential issues raised by the team, solve the issues, and escalate to the management team where necessary
• Lead the team to monitor sentiments and gather relevant feedback for the relevant stakeholders
• Keep track, analyze and report on performance metrics to identify opportunities for improvement and optimization
• Provide regular (weekly/monthly/quarterly) feedback on performance metrics and effectively communicate learnings and next steps with the team and the business stakeholders
• Proficient in the end-to-end process of any ops-related vendor acquisition which include sourcing for vendors, evaluating vendor proposals, and preparing cost-benefit analysis before giving a final recommendation
• Stay up-to-date with the latest industry trends, tools, and methodologies to continuously improve the quality and effectiveness of the operations initiatives, and leveraging this knowledge to inform operations strategy and decision making
• Craft relevant project proposals, socialize and get buy-ins cross-functionally, and manage project milestones, timelines, and resources effectively
• Ensure the team can execute and exceed specific monthly, quarterly, and annual department targets
• Lead the hiring process of your department and contribute to hiring best practices
• Interview new candidates and discern their technical/soft skills on whether they are a good fit
• Strategize a long-term Operations vision, aligning with company OKRs and business goals
• Articulate the vision and obtain buy-ins with the team and related stakeholders
• Rally team members to execute the vision to meet the overall business goals, while delivering value to users
• Support any ad hoc tasks as required by the company

Benefits

• Remote Work Flexibility : Work wherever you feel most productive. We also provide office space in 1Powerhouse (Malaysia) and WeWork (Singapore) if you ever feel like meeting your colleagues in person
• Flexible Working Hours : No 9-5 structure, work the hours you need to get your tasks done
• Comprehensive Insurance Coverage : We provide life, medical, and critical illness insurance
• Virtual Share Options : You'll be entitled to virtual options, with terms and conditions
• Bonus : You’ll be entitled to a bonus, with terms and conditions
• Parking Allowance : You will be given a monthly fixed allowance of RM 150 or SGD 100 to ease the cost of traveling
• Meal Allowance : You will be given a monthly fixed allowance of RM600 or SGD400 to subsidize the cost of your meals
• Learning Allowance : You will be allocated an annual budget of USD500 (claim basis) to help you continuously learn in the pursuit of your professional and personal development
• Social Activity Allowance : Want to set a date to watch a movie or play futsal with your colleagues? Get it organized and we subsidize a portion (claim basis) of the cost
• Annual Company Offsite : We gather once a year to meet each other in person, reflect on the year, and partake in social activities!