Business Operation / Team Lead

Overview

As a business operations manager and team lead for customer support at BITFLEX, my role is to bridge efficient operations with seamless customer experiences. I work closely with the team to ensure we\'re providing quick, clear, and helpful responses, aiming for both accuracy and a warm, professional tone that clients can trust. On the business operations side, I analyze data and streamline processes to improve workflows, crucial in the fast-paced crypto landscape. The role balances big-picture strategy with detail-oriented execution, requiring adaptability and proactive problem-solving. I also focus on developing the team to handle complex client issues.

Responsibilities

• Supervise and manage the day-to-day operations within the customer support department.
• Continuously improve service level and provide a great customer support experience to online users of the exchange.
• Determine key success metrics for the department and each team member; collect and analyze performance data to benchmark against the metrics.
• Create and implement effective customer service procedures, policies, and standards.
• Update CS work tools with new macros (Zendesk) and knowledge base according to latest SOPs.
• Run weekly meetings with CS agents to coordinate work and discuss performance improvements.
• Recruit, mentor and develop customer service agents and foster an empowering environment.
• Document unique queries / feedback from users for implementation on Bitflex BEPs.
• Guide CS agents to provide basic issue resolutions; escalate according to BizOps SOPs and collaborate on solutions, taking ownership of customer issues.
• Keep ahead of industry developments and apply best practices to continuous improvement.

Qualifications

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