Customer Support Team Lead

As seen

Responsibilities:

  • Create and track basic departmental metrics to identify gaps in processes and recommend improvements or drive process efficiencies to improve the CS workflow
  • Guide the CS specialists in terms of content understanding/updates
  • Be able to independently troubleshoot and liaise with other internal departments to fix issues and improve efficiency
  • Assist customers in solving problems they face in their customer journey
  • Ensure customer satisfaction and provide professional customer support
  • Being the voice of the customer internally, providing feedback to various internal stakeholders and pushing for fixes and features.
  • Understand and empathise with clients’ needs, work with colleagues across departments to raise new business requirements to meet clients' needs
  • Any other ad-hoc duties required

Required skills and competencies:

  • Bachelor's degree in any discipline
  • Background in Customer Service, Psychology or similar would be an advantage
  • Superior service skills/"client first" approach resulting in strong customer loyalty
  • Demonstrated adaptability, flexibility, and willingness to work in a collaborative, team environment
  • Excellent interpersonal communication skills and high attention to detail
  • Excited to work in an early-stage company and have a high impact on the future of the company’s growth and help Hodlnaut scale
  • Understanding of blockchain technology and crypto assets would be a plus

You’ll have a long runway for personal and career growth in Hodlnaut, with the potential to take on leadership roles as the company scales.

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