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Support Manager

About Us.

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.

About You.

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.

Why You Want to Join The

CoinSmart Team.

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.

Benefits.

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.

What You'll Do.

Lead

You will oversee a group of Client Success Reps to build product knowledge, instill best practices, promote career development, and ensure high retention. You will increase employee engagement through the design and deployment of action plans and efficiency optimization.

Analyze

You will analyze SLAs, response times and open tickets and apply your findings to develop an effective and workable framework for managing and improving customer support.

Advocate

You will represent customer needs, solving problems, and finding new ways to add value to the client experience.

Coordinate

You will manage scheduling of the Client Success Reps and resources to meet service agreements for both external and internal customers.

Strategize

You will provide data and reporting of KPIs and trends on an ad-hoc, weekly, and monthly basis. You will develop and improve the omnichannel support processes to ensure free flowing resolution, escalation, and information within the organization.

Bonus.

Relevant industry or cryptocurrency experience would be a strong advantage.

Requirements and Qualifications

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.

Interpersonal Skills.

Natural curiosity and drive to solve challenges

You know how to work closely with customers to understand their frustrations and use that data to drive technological solutions and internal processes.

Collaboration skills

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.

People focus

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.

Interested in applying? Fill out the form below.

Just the basics here. We will review and and reach out as soon as possible if you are a good fit for the role.