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Customer Care Operations Manager

$75,000 - $122,000 per YEAR
Manila
Alarm Full Time

Job Description

About Crypto.com:

Founded in 2016, Crypto.com serves more than 70 million customers and is the world's fastest growing global cryptocurrency platform. Our vision is simple: Cryptocurrency in Every Wallet™. Built on a foundation of security, privacy, and compliance, Crypto.com is committed to accelerating the adoption of cryptocurrency through innovation and empowering the next generation of builders, creators, and entrepreneurs to develop a fairer and more equitable digital ecosystem.

Learn more at https://crypto.com.

Crypto.com is redefining how money is being moved, spent and invested. Crypto.com is democratizing blockchain technology by designing beautiful, simple and useful financial services that have a lasting, positive impact on people’s lives.
The Customer Care Operations Manager shall directly report to the VP Customer Success, according to the approved Company’s organizational chart, and manage the work of Customer Care Team Leaders and their respective teams.

Responsibilities

  • Responsible for the management of Customer Care Team Leaders, their performance, and knowledge of company processes and procedures. 
  • Provide inspired leadership for the organization.
  • Promote a company culture that encourages top performance and high morale.
  • Own Customer Care Team Leaders management - performance reviews, constantly improving their skillset, and developing their knowledge.
  • Manage Customer Care Team Leaders’ tasks to ensure proper distribution and coverage.
  • Build and adjust the Customer Success Department schedule.
  • Answer inquiries related to the schedule
  • Raise and track issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to the appropriate level when required.
  • Review with Customer Care Team Leaders the respective Customer Care Associate individual performance, attendance and take appropriate actions if needed. 
  • Ensure Customer Care Team Leaders provide regular feedback to the Customer Care Associates in their teams. 
  • Work with Customer Care Team Leaders to identify talent and develop their skills.
  • Participate in recruitment and selection for internal promotions.
  • Monitor staffing levels and coverage (Extra shifts, Sick leaves, Overtime, etc.)Monitor KPIs - incoming traffic of chats/emails/calls, response times, etc…
  • Monitor staff adherence to departmental/company policies, procedures, and training.
  • Participate in the setup and implementation of performance improvement plans for his team members.
  • Prepare regular reports for incoming volume, staff levels, and forecasts.
  • Identify trends and assess opportunities to improve processes and execution.
  • Accomplish operations and organization mission by completing operation activities as needed.
  • Participate in ad-hoc projects as necessary.
  • Requirement

  • Extensive experience in the sphere of customer service and people management.
  • Have an excellent understanding of the Company’s business, its technical, financial, and organizational structure.
  • Stay up to date on industry regulations, trends, and technology.
  • Be able to communicate effectively with people at all levels both inside and outside the Company and should have strong written and verbal communication skills.
  • Stand out with excellent leadership and organizational skills, decision-making skills, as well as conflict management. 
  • Integrity, initiative, perseverance, discretion, interest in customer service management, and motivation to occupy the position.
  • Be fluent in English.
  • Excellent computer literacy.
  • Preferably have basic knowledge of the applicable legislation in the areas of fintech and payment services.
  • Jump Crypto

    Jump Crypto

    Jump Crypto is committed to building and standing up critical infrastructure needed to catalyze the growth of the crypto ecosystem. We're builders, partners, and traders who take a long-term view of crypto's prospects and operate to unlock the full potential of open, community-driven networks. Since our inception as a skunkworks intern project in late 2015, we've grown into a dynamic and seasoned team of high performing players across a range of functions. Today, we play an important role in the development of some of the largest and most innovative crypto communities. Jump Crypto is the crypto division of Jump Trading Group, a research driven quantitative trading firm that's one of the largest traders by volume across traditional asset classes.

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