Customer Support Supervisor - Remote Role at Bitso

About the Role

We are seeking a Customer Support Supervisor - Remote to join our dynamic team at Bitso. As a leader in the cryptocurrency space, we pride ourselves on delivering exceptional customer experiences. In this role, you will lead our customer support agents, ensuring they provide top-notch service to our users while embracing a remote work culture.

What You'll Do

• Lead a customer support team dedicated to ensuring customer satisfaction and developing effective service strategies.
• Gather user feedback proactively and provide valuable insights to the product team for continuous improvement.
• Collaborate with senior leaders to enhance process efficiency and achieve world-class service standards.
• Create strong relationships with other departments to anticipate and implement necessary changes.
• Monitor CSAT & NPS metrics, striving for excellence in service delivery.
• Develop a framework for managing projects and processes effectively.
• Motivate your team to embody Bitso's core values and provide best-in-class service.
• Regularly present KPIs and improvement strategies to senior leadership.

Requirements

• Proven experience in leading customer support teams with a focus on service excellence.
• Dynamic mindset with a proactive approach to driving process improvements.
• Fluency in English and Spanish; Portuguese is a plus.
• Strong problem-solving skills and a hands-on approach to finding solutions.
• Outstanding interpersonal and leadership skills with a results-oriented mindset.
• Passion for serving customers and commitment to continuous learning.
• Ability to manage multiple projects and prioritize effectively.

Nice to Have

• Experience in the cryptocurrency or fintech industry.
• Familiarity with customer support metrics and tools.
• Knowledge of KYC and compliance processes.

What We Offer

• Unlimited paid time off through our Me Time program.
• Remote-first work environment with flexibility.
• Employee Stock Option program.
• Zero trading fees on our Bitso Alpha app.
• Premium health, dental, and life insurance coverage in multiple countries.
• Monthly stipends for wellness activities and personal development.
• Opportunity for exponential growth in a pioneering company.

Join us in shaping the future of finance through cryptocurrency. If you are excited about this Customer Support Supervisor - Remote role and believe you can make a difference, we want to hear from you!