Manager, Customer Service

What You’ll Be Doing:

• Responsible for team management, supervision and evaluation of Europe customer service operations
• To formulate and improve the workflow, business standards, management system, and incentive policies of customer service operations to improve operational capacity.
• Continuously improve the level of services, focus on customer feedback and solution processes, while complementing customer journey on our platform.
• Develop and refine the customer service management processes, standards, and systems, to ensure the quality of customer service management and responsible for team building, and day-to-day management.
• Monitor social media channels & review platforms for mentions, comments, and direct messages, and respond in a timely and professional manner.
• Regularly carry out the analysis of operational indicators, complete the analysis report, organize and participate in the regular meetings such as MBR and QBR.
• Effectively communicate information to the relevant responsible team through the customer's voice, and continuously support the optimization iteration of the product and service processes.
• Stay updated on competitive products. Conduct analysis and provide insights for product upgrades and optimizations.

What We Look For In You:

• Bachelor’s degree or relevant experience of at least 3 years of customer service operations and experience working with Reclame Aqui and their solutions. Local exchange experience is a plus.
• Fluency (Verbal & Written) in English & Polish, German, Italian, Spanish (Either one of the languages) is required.
• Experience leading large (>50 members) and diverse teams.
• Knowledge of Europe’s financial regulatory rules & operations.
• Strong planning and interpersonal skills as well as data-driven and detail-oriented personality.
• Strong analytical and communication skills. Ready to provide hands-on assistance to the team when needed.
• Ability to work in a cross-functional environment and to lead complex operational initiatives.
• Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
• Proven experience and knowledge in effective hiring, training, coaching, and people management practices.

Nice to have:

• Familiarity with cryptocurrency and/or finance-technology industry.
• Familiarity with the ISO standards relevant to our industry, leading or significantly contributing to developing and implementing the necessary policies and procedures.
• COPC, Six Sigma or other form of certification related to operations excellence.
• Experience and flexibility working with diversified teams across global offices and time zones.

Why Join Us?

• Competitive remuneration package
• Yearly Performance Bonus
• Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
• Employee engagement, recognition and appreciation program.
• Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.