Customer Support Operations Manager

Founded in 2012, Bitfinex is a digital asset trading platform offering state-of-the-art services for digital currency traders and global liquidity providers. We’re on a mission to create the most innovative cryptocurrencies exchange. This is a unique opportunity, a rare window of time at the tipping point of financial evolution. Much like the early days of the internet, blockchain technology faces complex new challenges and having the best team plays a pivotal role in success.
Our team is fully remote and globally distributed to capture the best talent from around the world. So far our company has grown fast and stayed lean to secure its place as a leader in the space.
If you get excited about being in an industry that is breaking new ground and have confidence you can conquer the most challenging feats we’ll encounter, we want to talk to you. Join us, and help lay the foundation for a decentralized future
We are currently looking for:

Customer Support Operations Manager (Remote)

​Job description

• Specifying and building tools to improve the speed and quality of support.
• Onboarding and training new support team members.
• Defining customer service workflows. Analyzing support workflows and making suggestions to improve efficiency and effectiveness.
• Working closely with product teams to understand and give input into product changes relating to the customer service department.
• Assisting with the design and rollout of new support channels and service offerings.
• Managing schedules of team members according to customer demand and any service level agreements.
• Developing and maintaining standard operating procedures for common situations.
• Preparing performance reports by collecting and analyzing data from the customer service functions.
• Identifying and acting to remove obstacles to delivering consistently high levels of service.
• Leading and supporting customer service teams through required changes.
• Working closely with senior management to help customer service deliver on their components of overall company goals and objectives.
• Collecting and analyzing customer service performance and delivery data, taking action regarding responses, and reporting to the organization.
• Measuring and improving overall customer experience levels.

• Experience delivering frontline customer service.
• Experience in second or third-tier customer service positions (preferable).
• Demonstrated understanding of common customer service tools and processes.
• A track record of business process improvement.
• Proven leadership and team motivation skills.
• Experience in scheduling and forecasting.
• Ability to communicate effectively with senior executives.
• Ability to analyze and identify improvements in service systems.
• Experience in managing cross-team projects to completion.