CoinFlip was founded in 2015 byDaniel Polotsky, Kris Dayrit, Alan Gurevich, andBen Weiss. Headquartered inChicago, CoinFlip placed in the top 500 on the 2021, 2022, and 2023 Inc. 5000 list, and on the 2022 and 2023 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company inChicagoby Crain's, ranked in Chicago Tribunes Top Workplaces in 2021 and 2022, and was awarded the 2021 and 2022 Stevie Awards for Customer Service. To learn more about CoinFlip and how to get started on your digital currency journey, visitwww.CoinFlip.tech.
We are looking for a talented, empathetic and motivated leader to join us as a Customer Support Supervisor. As a Customer Support Supervisor, you will be tasked with training, developing, and motivating our customer support representatives as they service and support our growing global customer base. Supervisors will assist with the day-to-day affairs of the team, including handling escalated customer issues, ensuring all agents are performing up to expected standards, and providing guidance and direction so that agents are supported throughout their shift. This role supports both South African and international customers across multiple time zones. Successful candidates will demonstrate strong attention to detail, excellent time management, prior experience leading/managing teams, and a demonstrated ability to effectively manage for performance.
*This position is full-time and requires you to work onsite at our Cape Town office for a shift within the hours of 0300 and 1600 SAST, including weekends. *
Responsibilities
- Provide guidance and direction to team members, including setting performance standards and monitoring agent, team, and department level KPIs.
- Develop, maintain, and continually evaluate productivity standards to improve service operations, procedures, and agent efficiency.
- Evaluate performance of team members; provide remedial coaching when needed; recommend personnel actions according to company policy and procedures.
- Prepare and conduct performance evaluations that are timely and constructive.
- Monitor the time management, mood and morale of team members.
- Maintain a productive and positive working environment.
- Identify opportunities to update or improve customer service procedures and make recommendations to the Manager/Director of Customer Service or other appropriate staff.
- Work with Customer Support Manager(s) to coordinate meetings and agendas with the team and/or other departments to discuss obstacles, needed resources or issues in completing service requests.
- Assure that each team member has the necessary information to effectively participate in team discussions and strive for a consensus on implementing policies and practices.
- Explain products and services in a courteous and respectful manner, demonstrating knowledge of company product lines, services, and policies.
- Handles escalated calls or emails; resolves disputes and collaborates with other departments when required.
- Hire and onboard new employees.
- Other duties as assigned.
- Bachelors degree preferred, but not required.
- Previous experience in a call-center or high-volume customer support role supporting customers across South Africa + global regions.
- Prior experience as customer support supervisor or similar supervisory position for a minimum of 3 years; previous call-center experience preferred.
- Excellent people management and supervisory skills; Ability to effectively coach and mentor customer service representatives.
- Excellent (English) verbal and written communication skills; additional languages a plus.
- Ability to troubleshoot/resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Outstanding communication, negotiation, and de-escalation abilities.
- Ability to work in a face-paced environment and willingness to quickly adapt to change.
- Knowledge of customer service best practices.
- Proficient in Microsoft Office Suite or related software.
- Highly organized with attention to detail, and a can-do attitude.
- Familiarity with call-center contact solutions/software a huge plus (e.g. Salesforce, Zendesk, Five9, AWS Connect, etc.).
- Basic knowledge of cryptocurrency and blockchains.
- General passion and knowledge of fintech and cryptocurrency.
- Experience in a compliance heavy environment
The monthly salary range for this role is approximately ZAR 36, 000 to ZAR 56, 000, inclusive of night shift allowance and travel allowance as per South African employment standards.
For all United States based opportunities, our comprehensive benefits package includes, for all full-time employees, competitive health, dental, and vision insurance plans through BlueCross BlueShield (employer subsidized), a generous retirement savings plan with company match up to 4%, performance based bonuses and paid time off.
Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge.
CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted.
By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and well work with you to meet your needs.
