Hi! We are starting the search for a Head of Customer Support to join our professional team at Bitsgap. We are looking for an experienced Head of Support who will help make our support even better.
What you will do:
- Operationally manage teams (3 team leads, each having 2 to 5 employees).
- Analyze team performance and improve the quality of customer support services.
- Set up processes for interaction between departments and teams, making them faster and more efficient.
- Analyze current processes and implement new ones as well as AI tools.
- Work on employee motivation and onboarding.
- Work with metrics.
- Collaborate with other departments (tech, content, marketing).
What we expect:
- Understanding of customer service, sales, and building multi-tier support systems.
- Understanding of product support principles.
- Experience in operational management of support teams in services or crypto products.
- Ability to resolve disputes and find individual approaches.
- Understanding the specifics of fast-growing companies and the ability to adapt to changes.
- Responsibility for results and the ability to support the team and monitor the department's atmosphere.
- Understanding the value of feedback and an individual approach to employees.
- Experience in crypto verticals and trading (including bots) is highly important!
- English - fluent.
- Knowledge of tools like Zendesk/Notion/Grammarly/Klaus/Hotjar/Payment terminals/GPT/AI services.
We offer:
- Competitive compensation based on your experience.
- Bitsgap covers vacations/sick leaves/expenses for equipment/training and mental health/various compensations upon request.
- Work from anywhere in the world.
