Job Overview

As a Customer Support Supervisor, you’ll be responsible for training, developing, and motivating our support reps as they assist our growing customer base. You’ll help manage the team’s daily operations, handle escalated issues, make sure agents meet performance standards, and provide guidance and direction to ensure they feel supported throughout their shifts.

Key responsibilities:

• Provide guidance and direction to team members, including setting performance standards and monitoring agent, team, and department-level KPIs.
• Develop, maintain, and continually evaluate productivity standards to improve service operations, procedures, and agent efficiency.
• Evaluate team member performance, provide remedial coaching as needed, and recommend personnel actions in line with company policies.
• Monitor team time management, mood, and morale to ensure a positive work environment.
• Identify opportunities to update or improve customer service procedures and make recommendations to management.
• Coordinate meetings and agendas with managers and other departments to address obstacles, resource needs, or service issues.
• Ensure team members have the information and tools needed to participate effectively in discussions and implement policies.
• Handle escalated calls or emails, resolve disputes, and collaborate with other departments when required.
• Perform other duties as assigned to support the success of the customer support team.

Key competencies/skills

• Experience in a compliance heavy environment 
• Excellent verbal and written communication skills; additional languages a plus.
• Ability to troubleshoot/resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Outstanding communication, negotiation, and de-escalation abilities.
• Knowledge of customer service best practices.
• Familiarity with call-center software (e.g., Salesforce, Zendesk, Five9, AWS Connect, etc.).
• Basic knowledge of cryptocurrency and blockchains.
• General passion and knowledge of fintech and cryptocurrency.

Preferred Qualifications & Experience

• Education: Bachelor’s degree or Diploma
• Previous experience in a call-center or high-volume customer support role supporting customers across global regions.
• Prior experience as customer support supervisor or similar supervisory position for a minimum of 3 years; previous call-center experience preferred.