Customer Experience Supervisor Operations at Voyager

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 support a team managing multiple workflows, regarding a broad range of client and product functions, specific to the operational component of Customer Experience; i.e. Know Your Customer (KYC) onboarding, fiat and blockchain analysis. To be successful in this role, you must be an excellent communicator, willing to lead by example, collaborate across internal teams and be able to earn the trust of our customers during your interactions with them. In addition, you must also be able to identify situations that require additional support and feel comfortable asking for supervisory assistance in handling difficult or complex situations. You will also have the opportunity to learn a lot about startups, cryptocurrency, mobile app development and much more!

This role works closely with CX Associates, Team Leads, Supervisors and Management, both in Operations and Support. You will also interact with Voyager’s Business Process Management and Legal & Compliance teams. The role will report up to a Senior Manger CX, Operations.

Responsibilities

• Ensure the team is accurately processing customer accounts based on the legitimacy of KYC documentation, as part of onboarding and account maintenance processes.
• Recognize customer needs and assist in their use of specific features
• Update Customer Relationship Management (CRM) systems with various customer related information and pertinent customer interactions
• Serve as the primary point of escalation for your team, bringing high priority issues to CX Management for further review
• 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