Customer Operations Lead, Investments at Chipper Cash

What You Will Be Doing

• Overseeing a growing team of Customer Operation analysts and be a point of contact and escalation for customer issues working alongside our Product Operations team.
• Providing customer support to the best of your ability by talking directly and honestly with our customers to deliver a great user experience with emphasis on key features such as Cryptocurrency and US stocks.
• Communicating with our customers through a variety of different mediums whether that be through calls, social media platforms, email or in-app chat.
• Proactively identifying patterns in the user frustrations and expectations of customers, seeing where we can change our processes, tools or product to make their lives easier.
• Working with other team leads within Customer Operations as well as the QA Manager and Training manager to drive best practise and deliver quality service
• Working with the Compliance team to act as the first line of defence to help spot and investigate trends.
• Working with the Communications lead to ensure customer service updates related to service downtime and product information is accurate.
• Responsible for understanding, prioritising and escalating our customers’ feedback and feature requests to the product teams and wider business.
• Overseeing the day-to-day management of the team including conducting weekly 1:1s to mentor and develop the team.
• Assisting with co-ordinating team schedules to ensure the team are able to meet SLAs during operational hours

What You Should Have

• You have a minimum of 2-3 years in a customer service team lead or manager role directly managing staff, ideally within financial services or other digital products
• You have a working knowledge and understanding of financial products such as Cryptocurrency and US Stocks
• You have strong written English communication skills
• You have experience handling customer inquiries via email, chat or other written communications
• You are self-driven. You should be self-motivated and enjoy a lot of independence. We’re a dedicated, hardworking team that is collectively motivated
• You have a global mindset and be tolerant of others. We’re still growing but we are a company of many cultures and backgrounds
• You are comfortable with asynchronous conversations and an understanding of your coworkers roles
• You are open to working some nights and weekends on a rotating basis