Customer Success Strategy & Operations Lead

Job Overview:

Are you passionate about delivering exceptional customer experiences? Join our team as a Customer Success Strategy & Operations Lead and play a key role in supporting our growing user base. In this role, you'll supervise our global team of support agents, build processes and guidelines to ensure a fast, helpful, and seamless experience for our app users.

What You'll Do:

• Supervise and train our local and global support teams to deliver best-in-class customer experiences for our users.
• Build processes and automation to improve and enhance user satisfaction.
• Manage customer support ticket inflows with speed and care.
• Work closely with the development and product teams, identifying patterns and suggesting product improvements.
• Provide insights and feedback to help shape our products and services.

What We're Looking For:

• Minimum of 3 years' experience managing customer support teams (preferably in a B2C environment).
• Fluent in English with strong verbal and written communication skills.
• Experience with Zendesk is a must, with the ability to quickly learn new systems and platforms.
• Collaboration & Initiative: A team player who can independently take initiative, self-manage effectively, and adapt priorities based on team needs.
• Analytical Skills: Ability to analyze and interpret customer data to inform improvements and optimize customer satisfaction.
• Problem-Solving Skills: Strong problem-solving abilities, with a proactive approach to identifying and addressing customer and technical issues.
• Attention to Detail: Exceptional attention to detail, particularly in handling sensitive information.
• A genuine interest in technology, crypto, and mobile payments (bonus if you're already familiar with these areas).