2 дня назад
Team Lead, Customer Service (Crypto)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Team Lead, Customer Service (Crypto): Overseeing customer service operations and developing a large, diverse support team with an accent on KPI monitoring, workforce scheduling, coaching, recruitment, and service quality. Focus on improving operational processes, coordinating 24x7 support coverage, solving service issues, and leading cross-functional initiatives in a cryptocurrency business.
Location: Hybrid role in Budapest, Hungary; availability to work according to assigned schedules supporting 24x7 operations.
Company
OKX operates a cryptocurrency exchange, digital wallet, and blockchain products serving retail users and institutional customers.
What you will do
- Oversee daily customer service operations and monitor service quality, customer satisfaction, productivity, and response-time metrics.
- Track KPIs, identify operational trends and incidents, and report issues to stakeholders.
- Lead performance reviews, coach customer service agents, and coordinate training and retraining with Learning & Development.
- Plan monthly agent schedules and manage daily staffing shrinkage to support continuous operations.
- Participate in recruitment, including candidate screening and interviews.
- Lead process-improvement projects, workshops, policy updates, and cross-functional operational initiatives.
Requirements
- Bachelor’s degree or at least 3 years of experience leading a team in a call center environment.
- Experience managing large teams of more than 15 members and working with diverse employees.
- Demonstrated experience in hiring, training, coaching, and people management.
- Strong planning and interpersonal skills with a process-driven and detail-oriented approach.
- Fluent written and spoken English is required.
- Willingness to work assigned schedules supporting 24x7 operations.
Nice to have
- Additional European language skills.
- Experience in cryptocurrency or financial technology.
- Experience working with distributed teams across global offices and time zones.
- Working knowledge of CRM tools such as Zendesk.
- Familiarity with macOS, Lark, Microsoft Office, and G Suite.
Culture & Benefits
- Learning and development programs with an education subsidy.
- Team-building programs and company events.
- Wellness and meal allowances.
- Comprehensive healthcare coverage for employees and dependants.
- Competitive total compensation package.
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