Actively looking for a Business Operations / Team Lead for Customer Support at BITFLEX. My role is to bridge efficient operations with seamless customer experiences. I work closely with the team to ensure we're providing quick, clear, and helpful responses, aiming for both accuracy and a warm, professional tone that clients can trust. On the business operations side, I analyze data and streamline processes, looking for ways to improve workflows, which is especially crucial in the fast-paced world of crypto where the landscape is constantly changing.
The unique part of what I do is balancing both big-picture strategy and detail-oriented execution. Crypto can be unpredictable, so being adaptable and proactive are essential parts of the job. I also focus on developing my team, ensuring they have the tools and knowledge to handle complex client issues. This focus on empowering the team while keeping operations tight-knit and responsive is what makes my role stand out.
Current Location:MalaysiaLanguages:English, Malay, TamilSkills:Operations, Team Lead
Responsibilities:
Supervise and manage the day-to-day operations within the customer support department.
Constantly improve the service level and provide great customer support experience to online users of the exchange.
Determine key success metrics for the department and each team member. Collect and analyze performance data to benchmark with the determined metrics.
Create and implement effective customer service procedures, policies, and standards.
Update the customer service work tools with new macros (Zendesk) and knowledge base according to latest SOPs.
Run weekly meetings with customer service agents to coordinate work and discuss performance improvements if required.
Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
Effectively isolate and document all unique queries/feedback from users to be implemented on Bitflex BEPs.
Guide customer service agents to provide basic issue resolutions to users based on past repeated cases. Escalate issues according to BizOps SOPs when required and work with the team to determine the best possible solutions, essentially taking ownership of customers' issues.
Keep ahead of industry developments and apply best practices to areas of improvement.
Additional Responsibilities:
Manage and guide the smooth development of daily customer service work, supervise, counsel, process, and standardize work status, improve customer service efficiency, and give clear instructions for difficult problems.
Cooperate with the customer service QC team to complete knowledge training, complaint handling, and other important tasks.
Effectively execute cross-departmental communication with relevant departments to ensure business implementation.
Cooperate with department head to implement relevant decisions, implement specific plans, and complete team goals.
Assist employees in career development planning, improve employee satisfaction, guide employee atmosphere building, and build a cohesive team.
Complete other tasks assigned by superiors.#J-18808-Ljbffr