CoinSmart is on a mission to make cryptocurrency accessible to everyone. Breaking down the barriers of complex and confusing crypto transactions, CoinSmart offers simple solutions, learning tools for all levels, and 24/7 client support.
If you have a passion for customer support, mentoring/coaching a team with strong process improvement skills and understand the importance of our customers for the next generation of fintech tools, you’ve come to the right place. We are searching for an experienced Support Manager to join the Coinsmart team to help build a scalable cryptocurrency platform developed with the end user in mind. This is a full time position in Toronto, Ontario. The role will work collaboratively with our local support team, as well as working with remote team members, and stakeholders to put our customers first to meet business objectives and requirements.
We’re a hard working team of engineers, marketers, designers, finance and operations professionals with diverse backgrounds and industry experience.
We have an open door policy and pride ourselves on collaborative communication.
We’ve made it super simple to buy, sell and trade cryptocurrency, ensuring our clients have all of the support and educational resources they need to feel comfortable and confident investing with us.
In less than 3 years, we’ve become one of the largest, FINTRAC regulated exchanges in Canada. We’re in the process of expanding to Europe and the U.S. and this is just the beginning!
At CoinSmart, we work hard and run fast but always ensure we’re having fun along the way.
Health benefits – medical, dental and vision coverage
Unlimited vacation policy
Competitive salary and generous stock options
Choose your own hardware
Regular team building activities and events
CoinSmart is an equal opportunity employer and strongly encourages applications from people of colour, persons with disabilities, women, and LGBTQ+ applicants.
Relevant industry or cryptocurrency experience would be a strong advantage.
5+ years professional experience in customer service and support, including team leadership accountabilities.
Educated to college/university degree level or higher, degree in Marketing or Business Administration is a plus, or similarly relevant field experience.
Prior experience with utilizing and protecting sensitive client information.
High standard of written and verbal communication.
Ability to think strategically, analyze data and identify and implement recommendations.
General understanding of cryptocurrency and underlying blockchain technology (We do NOT provide any financial or investment advice).
Knowledge of using multiple support systems (ZenDesk, Active Campaign, Base CRM, Zopim Chat).
Experience using website analytics tools for statistical analysis and reporting.
Ability to think on your feet and come up with creative solutions in a fast-paced environment.
Experience updating and maintaining internal and external knowledge bases.
Proven ability to provide onboarding and effective ongoing training of support agents.
You know how to work closely with customers to understand their frustrations and use that data to drive technological solutions and internal processes.
You use different tools to make connections and nurture open communication. Through effective leadership and empowerment, you can gain trust, influence decisions, and motivate individuals and teams.
You are a coach and mentor, with the ability to guide your team, increasing productivity and professional satisfaction of your direct reports. You have exposure to leading a team, guiding career decisions, and evaluating performance.
Just the basics here. We will review and and reach out as soon as possible if you are a good fit for the role.