Why do we want you for this role?
You are proactive, resilient and equipped with a positive attitude. You find solutions where other people don’t. You are resourceful and do not settle. You contribute to a high-quality customer support strategy, but you’re not afraid to dig deep and work with details. You love learning new things.
This position is remote – you can work from anywhere!
- Provide quality and efficient customer service to customers through the daily management of a team of Customer Support Representatives.
- Coordinate team schedules ensuring that Xapo provides a 24/7 x 365 service to all customers
- Ensure that the workflow is equal among different members of the team delegating tasks accordingly
- Ensure the quality of the responses of the team overseeing day-to-day operations
- Review and resolve escalations acting as the first point of contact with customers, addressing incoming customer inquiries and offering productive solutions that increase
- Create a positive and collaborative working environment among the team.
- Evaluate team members and monitor their performance
- Create reports based on metrics analysis in order to improve the efficiency of the team.
Xapo is a leading bitcoin wallet, and we have a mission to bring bitcoin to the everyday lives of people across the world.
Our business is growing fast, and we want to make sure we can keep providing the best quality support to our customers.