Call Center Supervisor Jobs

CoinFlip is a leading fintech company powered by cryptocurrency. The company operates the world's largest network of cryptocurrency ATMs by transaction volume with over 4,500 kiosks across 49 US states, Puerto Rico, Canada, and Australia supporting the buying and selling of major cryptocurrencies with cash. In 2020, CoinFlip launched Order Desk, an over-the-counter service that provides investors with a personal account manager and competitive coin pricing. In 2023, CoinFlip launched a digital platform called Olliv : the easiest way to buy, sell, send, swap, and receive crypto.

CoinFlip was founded in 2015 by Daniel Polotsky, Kris Dayrit, Alan Gurevich, and Ben Weiss. Headquartered in Chicago, CoinFlip placed in the top 100 on the 2021 and 2022 Inc. 5000 list, and on the 2022 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain's and was awarded the 2021 and 2022 Stevie ® Awards for Customer Service. For more information about CoinFlip, please visit www.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 charged with training, developing, and motivating our customer support agents 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. 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.

Responsibilities

• 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.
• 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.
• Handles escalated calls or emails; resolves disputes and collaborates with other departments when required.
• Hire and onboard new employees.
• Explain products and services in a courteous and respectful manner, demonstrating knowledge of company product lines, services, and policies.
• Provide guidance and direction to team members, including setting performance standards and monitoring agent, team, and department level KPIs.
• Monitor the time management, mood and morale of team members.
• Evaluate performance of team members; provide remedial coaching when needed; recommend personnel actions according to company policy and procedures.
• 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.
• Prepare and conduct performance evaluations that are timely and constructive.
• Other duties as assigned.
• Develop, maintain, and continually evaluate productivity standards to improve service operations, procedures, and agent efficiency.

Qualifications

• Excellent people management and supervisory skills; Ability to effectively coach and mentor customer service representatives.
• Bachelors degree preferred, but not required.
• Knowledge of customer service best practices
• Ability to troubleshoot/resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Previous experience in a call-center or high-volume customer support role preferred.
• Familiarity with call-center contact solutions/software a huge plus (e.g. Salesforce, Zendesk, Five9, AWS Connect, etc)
• Ability to work in a face-paced environment and willingness to quickly adapt to change
• Min. 3 years of supervisory/management experience required.
• Outstanding communication, negotiation, and de-escalation abilities
• Prior experience as customer support supervisor or similar supervisory position for a minimum of 3 years; previous call-center experience preferred.
• Proficient in Microsoft Office Suite or related software.
• Highly organized with attention to detail, and a “can-do” attitude.
• Excellent (English) verbal and written communication skills; additional languages a plus

Nice To Have

• General passion and knowledge of fintech and crypt
• Basic knowledge of cryptocurrency and blockchains

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. Compensation is above and beyond a typical “startup” — we offer competitive salaries, performance-based incentives, and competitive benefits for full-time employees.

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 we’ll work with you to meet your needs.