Віддалена робота
Lead Support Manager for Crypto Product
Віддалена робота
Повна зайнятість
As the Support Lead at Kauri.One, you will play a critical role in overseeing the customer support team and ensuring high levels of customer satisfaction. You will guide the team in troubleshooting, resolving issues, and delivering an exceptional customer experience.
Your leadership will drive improvements in processes, workflows, and performance, helping the team meet KPIs and support the business objectives. Work schedule - can be discussed individually.
What you need to have:
- Proven experience in a customer support or helpdesk environment.
- A leadership role in the past will be a plus.
- Strong leadership and team management skills, with the ability to mentor and motivate a team.
- Excellent problem-solving skills with the ability to handle complex customer issues.
- Strong communication skills, both written and verbal, with the ability to convey technical information.
- Ability to work under pressure and in a fast-paced environment.
- Experience with data analysis and reporting to measure support success.
- At least Upper-Intermediate English.
Key Responsibilities:
- Develop and implement best practices for troubleshooting and resolving customer issues promptly.
- Maintain a positive customer relationship by addressing concerns and managing expectations.
- Act as an escalation point for complex issues and provide advanced solutions when needed.
- Collaborate with cross-functional teams (e.g., Product, Engineering, Sales) to address recurring issues and drive product improvement.
- Analyze support data to identify trends, potential improvements, and customer pain points.
- Implement escalation procedures for complex or high-priority issues.
- Create and maintain detailed documentation of customer interactions and processes.
- Drive the implementation of new tools or systems to optimize customer support workflows.
We offer:
- Worthy compensation based on interview
- Remote company with employees concentrated in Ukraine and Europe (Cyprus)
- Possibility of relocation to Cyprus
- Continuing education and support for select graduate programs
- Working with a team of open-minded specialists with a low hierarchy
- Flexible working hours for your great work-life balance
- Performance evaluations every 6 months
- Full accounting assistance and support
- The company is open to innovations and suggestions from the employee.
Dariia
