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    Customer Support Manager - Toronto, Canada - Eminence Talent Group

    Eminence Talent Group
    Eminence Talent Group Toronto, Canada

    5 days ago

    Default job background
    Full time
    Description

    Company Overview:

    Our Client is a leading name in the cryptocurrency exchange sector, is committed to delivering superior customer experiences through innovative technology and unparalleled support. As they continue to grow, we are looking for a dedicated Customer Support Manager who understands the dynamic nature of the digital finance.

    Role Overview:

    The Customer Support Manager will play a crucial role in shaping the customer support department, acting as the first point of contact for customers and representing the company's values and commitment to service excellence. This position demands a professional with a deep understanding of the cryptocurrency industry, compliance protocols, and outstanding managerial and customer relationship skills.

    Key Responsibilities:

    • Oversee the customer support team, providing leadership and guidance to ensure high-quality service delivery across all communication channels (live chat, phone, email).
    • Recruit, train, and manage a small team, fostering a culture of excellence and continuous improvement.
    • Serve as the primary liaison between the company and its clients, ensuring a smooth onboarding process and efficient resolution of inquiries and issues.
    • Drive the closure of client queries and transactions, ensuring satisfaction and loyalty.
    • Demonstrate excellent multitasking abilities, managing multiple communication platforms and tasks simultaneously.
    • Uphold and enhance compliance protocol knowledge within the team.
    • Engage in occasional in-person meetings, maintaining a presentable and professional demeanor at all times.

    Requirements

    • Proven experience in the cryptocurrency, blockchain, or fintech industries, with a strong grasp of industry-specific onboarding processes and flow.
    • Exceptional leadership skills, with experience managing a team of at least 3 individuals.
    • Demonstrated excellence in customer service and relationship management.
    • Outstanding communication skills, both verbal and written, with the ability to multitask effectively.
    • Must be highly organized, detail-oriented, and capable of working under pressure in a fast-paced environment.

    Benefits

    • Competitive salary and benefits package.
    • Opportunity to work in a dynamic, fast-growing industry.
    • Professional development and career growth opportunities.
    • Flexible work arrangement with a blend of in-office and remote work.
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