B2C Support Team Operations Lead

Tangem AG; Schweiz; Vor Ort; CHF 70.000 - 90.000; Vollzeit

Benefits dieser Stelle

Remote work from anywhere

Competitive salary in EURO/USDT

20 working days of paid vacation

Birthday presents

Compensation for necessary technical devices

Zusammenfassung

Tangem AG, based in Zug, Switzerland, is looking for an experienced Support Operations Manager. The successful candidate will manage B2C support processes, motivate the team, and ensure high-quality customer support. This role offers the chance to substantially influence the customer experience and the support team’s success. The company provides remote work flexibility, competitive salary in EURO/USDT, paid vacation, and compensation for necessary work devices.

Qualifikationen

• Proven track record in optimizing B2C support operations.
• Leadership skills to inspire and motivate team members.
• Familiarity with support platforms and analytical tools.

Aufgaben

• Optimize support processes to improve efficiency.
• Create transparency with performance metrics.
• Motivate and manage the support team.

Kenntnisse

Optimizing B2C support operations

Managing teams

Improving performance metrics

Customer-centric mindset

Data-driven decision making

Tools

Sprinklr

Zendesk

Intercom

Jobbeschreibung

Tangem is a high-tech company in the blockchain sector was founded in 2017, headquartered in Zug, Switzerland, with branches in North America, Eastern Europe, and APAC.

Tangem started with the idea of bringing digital assets to the masses using a unique combination of a smartcard-based hardware wallet and mobile applications. Company owns and promotes the technology of hardware cold-wallet for digital assets with secure and simple UX in 220 countries today. Our customers enjoy setup time within 1 minute with the ultimate security level for digital assets on their wallet. Tangem solutions offer multi-support of a growing number of thousands of tokens by a single wallet. SBI Crypto Investment Ltd., the digital asset venture investment company wholly owned by SBI Holdings Inc., has invested $15 million into Tangem in 2019 for mass adoption of blockchain technology.

What you’ll be doing:

• Optimize Support Processes: Review and build workflows that make sense, streamline ticket management, and ensure the team can scale efficiently during high volumes.
• Create Transparency: Establish clear metrics for performance evaluation and ensure everyone knows where they stand.
• Motivate the Team: Identify what drives each team member and build a culture where they’re excited to deliver exceptional support.
• Document Everything: Develop and maintain comprehensive documentation for processes, policies, and workflows.
• Maintain Quality: Implement systems to monitor and ensure the quality of responses across chat, email, social media, and comments.
• Crisis Management: Prepare the team to handle sudden spikes in ticket volumes without chaos.
• Foster Accountability: Create an environment where everyone takes ownership of their tasks and works collaboratively.

What we’re looking for:

• Experience: Proven track record in optimizing B2C support operations, managing teams, and improving performance metrics.
• Leadership skills: You can inspire, motivate, and hold people accountable without being a dictator.
• Process builder: You thrive on creating structure and can turn messy workflows into efficient systems.
• Customer-centric mindset: Quality support is at the heart of what you do.
• Tools expertise: Familiarity with support platforms like Sprinklr, Zendesk, Intercom, or similar tools.
• REALLY Data-driven: You’re comfortable analyzing metrics and making decisions based on numbers.

Why this role matters:

Your work will directly impact our customers' experience and the happiness of the support team. You’ll have the chance to create real change, setting up processes and culture that will define the future of our support operations.

What we offer:

• Remote work from anywhere in the world;
• Competitive salary in EURO/USDT;
• 20 working days of paid vacation;
• Birthday presents;
• Compensation for the purchase of necessary technical devices for the work;