At the forefront of financial innovation, our client pioneers a blockchain network facilitating cross-border transactions, ensuring secure, transparent, and accessible digital asset transactions. They seek a Support Manager to lead the customer support team, ensuring exceptional customer experiences and resolving issues promptly in the dynamic cryptocurrency industry.

Responsibilities:

- Team Leadership: Supervise and mentor support agents, setting performance objectives and providing ongoing training.
- Customer Support Operations: Oversee ticket management and live chat, ensuring timely responses to inquiries.
- Customer Satisfaction: Implement quality assurance processes and analyze feedback to enhance customer support.
- Issue Resolution: Handle escalated inquiries and collaborate with other departments to address customer concerns effectively.
- Knowledge Management: Develop and maintain support documentation to facilitate accurate responses.
- Continuous Improvement: Drive process improvements and stay updated with industry best practices.
- Crisis Management: Develop crisis management protocols and mitigate risks impacting support operations.
- Reporting: Generate reports on support team performance and key metrics for management review.
- Compliance Liaison: Communicate compliance issues with customers and understand requirements from the compliance team.

Requirements:

- Bachelor's degree in Business, Communications, or related field.
- Proven experience as a Support Manager in a fast-paced customer support environment, preferably in cryptocurrency or fintech.
- Understanding of payment networks like SWIFT, SEPA, CHAPS.
- Excellent communication and interpersonal skills.
- Problem-solving ability and decision-making skills.
- Knowledge of CRM systems and support ticketing platforms.
- Flexibility to work in a 24/7 operational environment if required.