Job Details
**Customer Experience Supervisor, Service**
at Voyager Digital Remote Voyager is a Publicly traded company listed on the Toronto Stock Exchange (VOYG), OTC Markets (VYGVF) and the Frankfurt Exchange (UCD2). Voyager is the global leader in agency cryptocurrency brokerage. At Voyager we are building the financial services firm of the future that will be used by millions of users globally to easily access trade, invest and earn in the cryptocurrency markets.
We are a team of finance and technology industry veterans dedicated to empowering and servicing investors in one of the most exciting asset classes to date - crypto. Our founders stem from reputable finance and technology organizations like E*TRADE, Uber, TradeIt, Lightspeed Financial and more.
The Voyager team includes employees with diverse backgrounds and skills. Our culture has quickly grown into one that promotes collaboration, transparency, and entrepreneurialism.
To learn more about Voyager please visit us at .
We are changing the world and love what we do so if you want to work at a fast paced, exciting environment please apply.
****About the Role:****
Voyager is seeking a Customer Experience Supervisor to oversee a team of Customer Experience Leads and Customer Service Associates who assist customers using our product and services.
As a Customer Experience Supervisor, you will oversee teams that perform a broad range of client and product support. To be successful in this role, you must be an excellent communicator and able to earn the trust of both customers and Voyager employees. You will need to analyze and report to both the Senior Manager of Customer Experience and the Director of Customer Experience performance of the team using various metrics. You will also need to handle escalated customer communications, track completion and raise issues with your manager for sensitive situations that are complex, beyond your experience or require additional senior management handling. Learn a lot about startups, cryptocurrency, mobile app development and much more!
This role will interact with Customer Experience Management, Risk and Strategy Management and Marketing teams.
****Responsibilities:****
* Oversee teams responding to customer tickets via multiple channels including e-mail, Slack and social media platforms
* Identify customer needs and assist in their use of specific features
* Analyze and report product malfunctions
* Update internal databases with information and pertinent customer interactions
* Identify and report technical issues raised by customers
* Identify and share customer feature requests for sending to Product and Marketing teams
* Handle escalated customer inquiries and participate in resolution of difficult scenarios
* Create and analyze associate performance metrics; share with management; recommend staffing adjustments and identification of key talent
* Employee engagement and retention
* Familiarity with cryptocurrency and mobile app development a plus
****Qualifications:****
* 3+ years experience managing teams of customer service professionals or other customer facing roles
* 5+ years experience in customer service; financial customer experience a plus
* Experience using customer service platforms including reporting and navigating a plus
* Excellent written and verbal communicator with superior problem-solving skills
* Committed to timely and accurate work
* Ability to multitask and prioritize in a fast-moving environment
* Ability to assess issue severity and escalate in a timely manner
* Friendly, empathetic and patient
* Seeking an exciting opportunity in crypto
**What we offer**
* Competitive Salary
* Employee Benefits including healthcare (medical, dental, vision) and 401k
* Stock Options
* Unlimited PTO
Voyager is headquartered in New York City with satellite offices in New Jersey, California, Toronto and Bordeaux.
Please contact us via the button below or at ...@investvoyager.com with your resume and a brief explanation as to why you would like to join the Voyager team.
*Please note that during COVID-19 we are working remotely.
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