Customer Service Manager

Xtreme Blockchain Labs

  • Customer Service
  • Full time
  • Toronto, Canada

Your Duties:

  • Help define, document, and implement customer service processes;
  • Create onboarding and training materials/processes;
  • Provide input to design/continuously improve customer service systems/tools;
  • Recruit, train, and manage customer support staff; 
  • Create and refine prioritization and escalation process for tickets; 
  • Respond to incoming support requests in a timely and helpful manner; 
  • Oversee handling of tickets, motivate team and provide on-the-job training; 
  • Monitor response times and strive for continuous improvement/customer satisfaction; 
  • Liaise with leadership and outside associations to continually improve customer focus; 
  • Manage budget and review monthly performance; Any other duties as assigned. 

What You Need:

  • Bachelor’s degree in Business Administration or a related field; 
  • Minimum 5 years of managerial experience;
  • Minimum 5 years of experience in professional customer service environment; 
  • Experience designing, building, managing and improving processes 
  • Superb oral and written communication skills; 
  • Excellent problem solving, decision making, and conflict management skills; 
  • Comfort with technology and working with various tools/systems; 
  • Experience operating and managing a ticketing system; 
  • Experience in IT or financial industry is preferred; 
  • Ability to work in a fast-paced, start-up environment. 

Work Conditions:

  • Entrepreneur, collaborative, fast-moving environment where everyone works to ‘get the job done’
Xtreme Blockchain Labs Software Customer Service