About the company
Shakepay is reimagining financial services to give every Canadian their fair shake, by making it bitcoin-friendly, secure, and rewarding. When Shakepay launched in 2015, it quickly became one of Canadaās fastest-growing financial institutions. Backed by top venture funds having raised $44M+ and trusted by over one million Canadians and counting. People who choose careers at Shakepay are helping shape a future of financial freedom, opportunity, and prosperity for all Canadians.
Job Summary
You will
šCoach, lead and manager a team of customer support reps. Work on growing, and scaling cs team and cs team processes. šCollaborate with other teams within the product operations department to ensure cross team processes are clear, efficient and cohesive for all teams. šTrack and coach CS on team metrics, ensure the productivity of reports meets the team goals. šWork with individual reports on their own personal growth, provide learning opportunities, challenge them with tasks to promote the growth they want for themselves. šEnsure a 7/5 customer experience at Shakepay šFacilitate bottom up feedback from your team about points of friction for the customer and opportunities to improve operational efficiency.
Must have
š1+ years managing a customer support team šProven leadership, strategic thinking and decision-making abilities šUnderstanding and curiosity of the cryptocurrency space šDemonstrated ability to make decisions independently based on logical assumptions and factual information šStrong interpersonal skills; able to develop and maintain effective working relationships with all levels of internal and external contacts and with diverse cultures šSelf-starter with proven ability to identify issues and projects
