Bilingual Customer Support Operations Manager

Localcoin seeks to inspire the future of digital currency globally as the largest cryptocurrency kiosk network in Canada. We are looking for a highly motivated and resourceful individual to lead our Customer Support team as our full-time Bilingual Customer Support Operations Manager. We are searching for someone with an entrepreneurial spirit, who is a self-starter and passionate about our vision. Localcoin supports customers throughout Canada therefore, having excellent communication skills in both English & French (verbal and written), is required for this position.

You will work to build out cutting-edge operations - optimizing all support channels including, but not limited to, live chat, email, social, and phone - all while leading a team of passionate customer support representatives, driving customer happiness, and promoting employee success.

Reporting directly to the Operations Director, you will be a cross-functional liaison working with marketing, engineering, sales, and finance to drive Localcoin’s Customer Support strategic initiatives. You will track Key Performance Indicators weekly.

What you’ll do:

• Be the voice of the customer and communicate customer feedback to the management team
• Train and manage a team of CSRs for new products, services and processes
• Act as an escalation point for customer support
• Take on initiatives to improve processes by relentlessly focusing on the customer experience
• Collaborate with compliance team to conduct investigations of all compliance and failed transactions cases
• Utilize internal systems and tools to obtain and document information
• Collaborate with the leadership team to implement improvements that impact the customer experience
• Gather and development metrics to provide weekly performance of the team and identifying improvements in tools or techniques
• Develop and lead end-to-end project plans and ensure on-time delivery of critical Customer Support initiatives
• Scale the Support team by capitalizing on opportunities for increased effectiveness and efficiency

Who you are:

• A passion for ensuring an outstanding customer experience
• 4+ years of work experience with 2+ years of direct people management experience preferred
• Bilingual in English and French; both verbal and written
• Experience building and scaling Customer Support operations, particularly in a fast-paced startup or tech environment
• Ability to gather/analyze large amounts of data and be adept at using/managing spreadsheets and other methods of gathering, sorting and analyzing data.
• Effectively communicate cross-functionally, both verbally and via written reports
• High attention to detail and the ability to think strategically
• Have knowledge of blockchain or cryptocurrency industry

You’ll have full access to all our perks:

Health & Wellness Benefits - We offer a comprehensive benefits package that covers up to 100% of traditional benefits such as dental, prescription drug coverage, critical illness, life and AD&D. The plan also includes 100% coverage of unlimited travel insurance, on-demand online nurse assessments through Akira app. We offer a monthly spend on non-traditional medical expenses (massages, chiropractic) and a wellness account (gym memberships, spa, nutritionist).

Location - Currently we are working from home during COVID-19 pandemic, likely until the end of 2020. When we return to our downtown office we are close to Union Station and near major highways. We also have a flexible work schedule to help you avoid rush hour and work from options!

Professional Development - We’ll invest in your career. Our company is growing quickly, and we’ll give you the opportunity to do the same. You’ll have access to a number of professional development opportunities so that you can keep up with the company’s evolving needs and grow your career along the way.

Compensation - We offer competitive compensation packages. We deeply value the talent and impact our team brings to the table, and believe that fair and equitable total compensation packages are part of our commitment to everyone who works here.

Purchase Cryptocurrency At Market Rate - You’ll be able to purchase and sell cryptocurrencies supported by Localcoin at the Canadian market rate with zero fees. You’ll also gain exclusive coupons for all of our Bitcoin Kiosks nationwide!

Get Involved - Attend company-wide teach and training days, industry events and quarterly team outings.