Customer Experience Team LeadExpired

BANXA
 Lithuania
  •  Full Time
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Our vision and mission is to build the bridge that provides people in every part of the world access to a fairer and more equitable financial system. Since 2014 Banxa has developed the best-in-class payments services platform for the digital assets industry.

Get to know us

BANXA is a hyper-growth global Payment Services Provider that enables the purchase of digital assets and currencies such as Bitcoin or USDT using traditional currencies, such as Australian Dollars, Euros and Pounds (just to name a few)! Every 15 seconds someone purchases cryptocurrency with us!

BANXA is powering global crypto giants, such as Binance, Kucoin, OKEX and Huobi, some of which have invested in us to back our mission.

Our on-and off ramp product manages the entire value chain to provide a seamless, secure experience whilst being internationally compliant. Our mission is to connect the ‘old world’ to the ‘new world’, by onboarding the masses to digital currency!

Last year we were named “One of the 50 fastest growing companies of the Year” by The Silicon Review. We also listed on the Toronto Stock Exchange (TSXV) and on the Boerse Frankfurt, which saw our market capitalisation quickly grow to $100M.

2021 was a huge year for us, we grew from a team of 25 to 190+ BANXA-NIAN’S! We’re a global team spanning across 10 countries, with 4 offices, in Australia, Lithuania & Philippines. The majority of the team sits in Melbourne at our Australian headquarters in Cremorne, however our connected and collaborative culture empowers our people to excel no matter where they’re based in the world. As an up and coming tech- unicorn in our space, we are early adopters, progressive in our approach and adaptable to the ever changing landscape

 

Your New Gig

BANXA is growing rapidly, we’re recognised as one of the fastest growing startups in the cryptocurrency industry, facilitating up to 20,000 orders daily and this number is only expected to get bigger! We currently have multiple opportunities available in our Lithuania based Operations team (our largest team by headcount).

We are looking for two Customer Experience Team Leaders, one to lead the team of Customer Onboarding Specialists and another Team Lead to lead the Customer Experience Specialists. As the Onboarding Team Lead you will be responsible for leading a team of high performing Customer Onboarding Specialists who are responsible in analysing and verifying customer accounts for authenticity. As the Customer Experience Team Lead you will be primarily responsible for leading, motivating and coaching a designated team of Customer Experience Specialists to achieve our Service Level Agreements and Individual Key Results Areas.

Both of these positions will ensure the Customer Experience team delivers exceptional customer service whilst retaining existing customers, by providing timely and accurate resolutions to customer enquiries, effectively handling customers’ complaints and aiming to provide first time resolutions.

Combining a sound understanding of management practices, contact centre, agent coaching, and contact centre/service level management, these roles will aid in improving BANXA’S customer service to support our growth ambitions in a constantly changing and highly competitive market.

 

What You’ll Do

Leadership

  • Always ensure all information provided to customers is accurate & timely
  • You will drive focus on uptake of information and speed to competency of the agents in understanding and delivering the service to customers to achieve the desired outcome
  • You will provide ongoing support to team members in completing tasks including coaching sessions.
  • You will continuously provide outstanding leadership and focus in relation to positive behaviours towards both internal and external customers.
  • You will actively contribute to an environment that embraces opportunities to change; and is conducive to the achievement of high levels of professionalism, business continuity, customer satisfaction and KPIs
  • You will actively seek to improve others skills and talents by providing constructive feedback, coaching and training opportunities
  • You will consistently display and model leadership behaviours
  • You will contribute to the team cohesiveness and the team’s good working atmosphere by upholding Banxas’ vision and values and be a dependable and respected team member

 

Customer Service Performance

  • You will always ensure performance excellence is promoted and maintained
  • You will go above and beyond to achieve & exceed set quality and performance targets
  • You will actively oversee training delivery and benefits/outcomes of the training
  • You will work closely with senior leadership to ensure service levels are achieved and staff productivity is maximised
  • Partner with internal Banxa teams to assist in rolling out soft skills training

 

Quality

  • You will ensure the Customer Experience team provide effective, prompt and accurate responsiveness to customers through all mediums
  • You will always be on the front foot to ensure quality assessment results meet required expectations
  • You will be responsible for ensuring team NPS/CSAT/VOC targets are achieved
  • Use Service Level Agreements to monitor overall provision, ensuring that targets are achievable and consistent

 

Continuous Improvement

  • You will identify internal opportunities for improvements in the team
  • You will engage relevant stakeholders to implement initiatives/improvements
  • You will ensure the tracking, measuring, reporting and evaluating of performance
  • Analyse key performance metrics and provide valuable insights into the results
  • Leading and/or participating in projects and initiatives positively impacting the performance of the centre

 

You should apply if

Professional Knowledge and Experience (Mandatory)

  • You will have previous experience managing a team focusing on performance improvement, coaching and managing behavioural issues in a contact centre/customer service environment
  • You will have 3+ years customer service leadership experience
  • You will have a strong understanding of customer service and key performance metrics
  • You will have proven demonstrated experience in displaying in-depth knowledge of various strategies used in coaching and performance management
  • You will be able to successfully demonstrate the ability to drive change and improve knowledge across large and varied audiences
  • You will have experience in working with and influencing people at all levels of a business from frontline through to senior management

 

Technical Skills (Mandatory)

  • You will have sound knowledge of customer contact metrics and coaching methodologies
  • You will have an understanding of finance regulations including Anti Money Laundering and Know Your Customer requirements
  • You will be a real team player, able to constructively challenge views, facilitate a collaborative approach to work and gain stakeholder buy in
  • You will be a personable and engaging leader with an ability to gain buy-in from those who report into them
  • A strategic thinker, with a desire to challenge the status quo and old ways of thinking
  • An inquisitive individual, looking to understand all processes in great detail so you can look to enhance, improve or replace what is currently in place

 

What will put you on top of our shortlist

  • Experience working as part of a Customer Experience team within the financial services industry
  • Knowledge or interest in blockchain/digital assets/fin-tech industry

 

LITHUANIA

 

Benefits

  • Competitive salary €2,500.00 – €3,000.00 GROSS base
  • Wellness voucher per quarter
  • Fortnightly mental health and wellness activity such as yoga or meditation
  • Annual volunteer day
  • Crypto purchase on your first week
  • Inspiring office in a slick co-working space (Talent Garden Vilnius) surrounded by like-minded startups and scale-ups
  • Breakfast & snacks available daily, with a once weekly lunch and monthly morning tea, did we mention, Hurracán coffee?!
  • Financial support to set up your home office
  • Crypto is a generational event and with Banxa you will be at the heart of this evolution
  • Working in a disruptive and hyper growth organisation & industry where the possibilities are endless
  • Flexible working, location & hours!
  • Autonomy, ability to make a change & progress your career

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