Head of B2C support team operations in blockchain

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.

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

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

• 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;
• Paid sick leaves