Customer Service Team Lead x 5 Work from Home

Customer Service & Languages
Customer Service & Languages
Dublin
Permanent
16302
Dublin
Permanent
16302

Exciting opportunity for 5 Customer Service Team Leads to work with a leading US-based Cryptocurrency organization. These are remote roles so you can work from the comfort of your own home & are permanent posts. You must be flexible to work evenings & weekends.

If successful you will work as a contractor on a salary for the US company. You will need to set yourself up as self-employed in Ireland and will be paid directly by the Company monthly in US Dollars/Bitcoin or both if you decide.  

Responsibilities

  • Develop technical subject matter expertise across our robust product and service offerings
    • Continually improve the client experience by championing client feedback to other parts of the organization such as the product and engineering teams
    • Serve as a proactive thought leader across Client Services, with a bias towards action and the ability to contribute to overall organizational strategy and direction
    • Utilize knowledge of crypto markets to solve complex challenges in a dynamic environment
    • Set performance goals with team members that align with the company’s larger plans
    • Coach, mentor, and develop your direct reports
    • Delegate work to employees, track progress, and provide constructive feedback 
    • Help to maintain or increase the quality of the CE team (relative to market constraints)
    • Think holistically about Kraken’s success, how your team can contribute to it, and then drive that success
    • Address problems with work quality, issues between employees, and other concerns in an effective, timely manner
    • Ensure reports adhere to company and department policies 
    • Serve as a link between direct reports and CE Managers
    • Conduct performance reviews, motivate team members, and create strategies to boost productivity
    • Work weekends on a rotating schedule
    • Have regular voice or video 1 on 1s with all your direct reports at least once per month
    • Attend company meet-ups to meet your team members
    • Assist in the hiring process for new team members as requested by the recruiting team or your manager

Requirements

  • Strong knowledge of the cryptocurrency industry and passion for crypto is essential
    • 2+ years of direct management experience within a customer service call center/shared service setting in a fast-paced environment ideally Financial Services.
    • Experience in organizing work groups, coaching employees, monitoring progress, enforcing rules, and ensuring quality compliance
    • Excellent track record of growing and managing deeply engaged, high performing teams
    • Strong communication and leadership skills as well as the ability to resolve workplace issues effectively
    • Ability and readiness to guide, train and support the team members 
    • Highly self-motivated to help our company fulfill its larger mission
    • People-centred, supportive and flexible in order to get the most of his/her team
    • A natural leader that’s focused on inspiring employees to own their work and deliver better results

For a confidential discussion and more information on the role, please contact Nicola Egan.

nicola.egan@collinsmcnicholas.ie

(090) 6450668


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Your Consultant
Nicola Egan
Principal Recruitment Consultant & Team Lead