Customer Support Manager
Estonia / Budapest / Porto
Operations – Operations /
Remote
We’re SwissBorg, a fintech company headquartered in Switzerland, with offices in Lausanne, Lisbon, Tallinn and London.
Our flagship product, the SwissBorg app, offers over 730,000+ verified users the best price and liquidity across 16 fiat and 45+ cryptos, as well as giving them the opportunity to earn passive income with our Smart Yield account. And the community is growing fast, with over $600 millions equivalent in crypto assets held in the app, weekly volume of over 250 million, and over 33,000 Premium users.
But that’s just the start in our mission to democratise wealth management by building products that allow individuals to manage their crypto assets at a touch of a finger. Whether you’re in Austria or Taiwan, and whether your portfolio is worth one dollar or a million, SwissBorg gives you the best tools to learn about digital currencies and manage your wealth.
And this is where you come in...
What you'll be doing:
- Assure smooth collaboration and work of Community Support teams (internal and external)
- Collaborate with different stakeholders (PM-s, engineers, Director of Operations, Community etc) for continuous improvements and preparation for hyper growth
- Set a clear vision for Support and make sure everyone is aware and contribute accordingly
- Assist teams in setting and monitoring KPIs that support the improvement and growth plan, make sure the team has a data driven approach and openness for automation where reasonable.
- Coordinate different projects from CS side to make sure we become more efficient day by day and make sure are community members are happy
- Work directly with senior leadership on strategic planning, reporting and initiatives to ensure high level user experience
- Structure the support organization with expansion in mind
What you’ll need:
- Experience working in crypto or financial services
- Experience leading, coaching and scaling support teams
- STEM/Economics/Finance degree & have 3+ years of work experience in a fast-paced start-up environment
- You have a solid track record of achievement
- Good understanding of different communications channels and methods (Ideally experienced with Zendesk, different data tools, chat)
- Experience working with technical teams
- Go get it attitude to make sure all areas are being improved and projects finalized according to the need/plan.
- We want someone who has a passion for what we are doing and wishes to make those around them better through example and by training!
- You are curious by nature and looking for ways to make an impact. You can demonstrate this through various projects you have been involved in
- You can make a good business case and convince people to help you execute
Why you should apply:
- Freedom to build the company of your dreams
- Learn with (super cool) experts in finance, engineering, AI, psychology and business
- BORG bonus based on our meritocratic system
- Flexible working hours
- 25 working days of vacation + local holidays
- We'll provide you with a MacBook and a cutting edge tech stack to help you do your best work
- Annual company and team retreats - We'd love to see you at the next one!
- Continuous learning and development opportunities
If our job description speaks to you, but you don’t feel like you meet 100% of the requirements, apply anyway! You may have skills we didn’t even know we needed.
At SwissBorg, we embrace diversity. We strongly believe that getting the best outcome requires different perspectives and backgrounds. We’re committed to openness, curiosity and creating an inclusive culture because we know that diverse teams build better products and generate better ideas. We strongly encourage applications from everyone!
To ensure a safe & welcoming space, please feel free to let us know of anything you require to feel comfortable bringing your whole self to the recruitment process.
