Customer Support Team Lead (Logistics)
Excellent customer care has always been our priority at Trezor. Become a member of our renowned customer support team and communicate with customers from all over the world. Since 2012, we've been working to make the world of bitcoin a better, safer place.
As a Customer Support Team Lead, you’ll have a great opportunity to learn more about global business operations, as well as the fast-paced world of cryptocurrencies. One more thing - you'll never have to use the phone; we rely solely on a ticketing system.
💪 What will your duties be?
- Oversees the entire customer support team. S/he ensures the support team is meeting both customer demands and the organisation's short- and long-term goals
- Managing employee scheduling, allocation of work within the team, team performance
- Handling escalated cases and motivating reps to meet daily metrics
- Takes care of the overall well-being of the team members, making sure they are provided with the tools and education they need to work and grow in the company
- Provides feedback to the rest of the company especially to the product manager, devs, logistics and marketing
👉 What makes you the perfect candidate?
- People management experience
- Personal characteristics - empathetic, people person, common sense, critical thinking
- Experience as a support agent
- English - full professional proficiency
- General IT and Crypto knowledge
👉 KPI's
- Allocation of work within the team is even
- Quality of work delivered
- Team performance
- SLA's fulfilled
🤝 What will you get in return?
- A unique opportunity to be part of a brand that has revolutionized the crypto industry more than once
- Financial compensation based on your skills and experience, with the option to receive part of your compensation in Bitcoin
- A budget for professional development (training programs, courses, and workshops of your choice)
- A high level of flexibility — you can choose your own balance between working from the office and working from home. We're also open to fully remote collaboration
- A comfortable office space in Prague 8 (including a gym, massages, foosball, billiards, a snack-stocked kitchen, 3D printers, etc.), with free on-site parking
- A friendly working environment, regular company events, and fun team get-togethers
- Additional perks such as a MultiSport card or a company mobile plan
👋 Sounds good? We want to hear from you: just submit your CV along with a short cover letter. We’ll definitely get in touch with you as soon as we review your application, most likely within a week.