Customer Service Team Manager

About BOG:

Bits of Gold is Israel's premier cryptocurrency trading platform, empowering individuals, businesses, and institutions with seamless buying, selling, and secure holding of digital currencies like Bitcoin,Ethereum and more. Our mission is to shape the future of finance by advancing digital currency adoption. With a vision to be the trusted financial institution delivering cutting-edge services in the realm of digital currencies, we are committed to making a lasting global impact. With a strong commitment to transparency and customer satisfaction, we are reshaping the financial landscape and empowering individuals to take control of their digital assets.

About the Role:

Join Bits of Gold as a Customer Service Team Manager. This role provides a unique opportunity to revolutionize our customer support operations by introducing innovative practices and delivering outstanding experiences to our valued customers. As part of your responsibilities, you will lead a team of customer support representatives and serve as the dedicated point of contact for our premium clients, overseeing their journey after their initial sales with our premium and sales manager, to ongoing retention efforts.

• Location: Tel Aviv (hybrid work)
• Language: Fluent Hebrew & English
• Reporting: Directly to the Chief Revenue Officer
• Position: Full time

What You'll Do:

• Take ownership of the customer success and support function, defining and implementing strategies for success, and crafting and executing a comprehensive plan to improve practices.
• Develop and implement scalable processes, policies, and systems to optimize customer interactions and create a foundation for team success while collaborating with internal teams to ensure seamless premium client experiences.
• Lead, mentor, and motivate the customer support team, by monitoring and analyzing metrics and data, identifying training and development needs and establishing an ongoing program to elevate their skills and knowledge, fostering a collaborative and high-performing culture.
• Provide superior customer service by combining system knowledge, sales and problem-solving skills to exceed customer expectations and champion the voice of the customer within the organization to advocate for their needs.
• Act as the primary point of contact for premium clients, overseeing the entire relationship cycle, joining the sales manager from initial sales meetings to ongoing engagement and retention efforts.

What you have:

• A minimum of 3 years of experience in B2C customer service - a must.
• Experience in B2C customer service within the financial industry - A major plus.
• 2-3 years of demonstrated leadership and team management experience with the ability to guide and develop a customer service team - a must.
• 1-2 years of successful experience managing high-value clients as an account manager or sales representative - A major plus.
• Understanding of financial markets, crypto markets, digital asset trading, and investment strategies - a plus.
• Ability to work under pressure, multitask, and meet deadlines - a must.
• Excellent communication and interpersonal skills, with the ability to build and maintain lasting relationships with clients.
• Strong analytical and problem-solving abilities with a results-driven approach.
• Effective problem-solving skills, goal-oriented, with a passion for delivering exceptional customer experiences, with the ability to navigate through complex customer issues in a confident and empathetic manner.
• Exceptional English and Hebrew written and verbal skills - a must.

Diversity & Inclusion at BoG:

Bits of Gold celebrates the uniqueness of our team; we value diverse viewpoints, experiences and are an equal opportunity employer. There is no one “BoG” kind of employee – we like it that way! We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected by law.