Management (Information & Communication Technology)Our clientA New Zealand based business with global presence offering a seamless way for users to buy, sell, and exchange digital assets.
Whether you're new to exploring the world of fintech or a seasoned pro, the platform is designed to be user-friendly, with helpful guides and compliance at its core.You'll support in designing team strategies and processes, providing strong leadership to the team without hesitating to get stuck into the support desk to help with escalations and complex customer queries.The roleLead the 10–15-person Customer Support team across New Zealand, Australia and South Africa including rostering, workflows, performance management and team engagement, ensuring the team is productive, trained, supported, effective and happy.Measure and track effective performance metrics, including conducting monthly quality assurance (QA) across all team members.Work collaboratively with marketing, tech, product to champion and build better customer experiences.Intimately understand processes and customer issues so that you can jump in to help if needed and effectively respond to escalated customer tickets and conduct QA.Undertake data analysis to understand where opportunities lie and issues exist, using data as a key input into recommendations and decision making.Optimise systems, tools (including AI), processes and documentation to ensure the team is as effective as it can be.Help own some of our industry relationships, levelling up those groups within the fintech industry, key trends, and customer insights.Enhance the customer support training program to allow new starters to onboard with ease and to help longer-standing members in the team level up over time.Lead the relationships with our key customer and compliance support third party platforms.Develop and maintain relationships with high-value clients, ensuring their issues and requests are addressed and resolved quickly.Overseeing customer and compliance cost management within established budgets.About you5+ years' experience in customer service leadership with demonstrated results of driving performance – bonus points if it's in a remote work environment.You're a keen investor, have knowledge of emerging markets and the cryptocurrency ecosystem.A collaborative and solutions-focused approach to your work.The ability to drive efficiencies through innovations in technology solutions.Strong analytical skills and able to use data to drive decision making.
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