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Konkurs je istekao.

Customer Support Team Lead

MCM 965 d.o.o.

Beograd, Orfelinova br. 5

06.10.2021.

ugovor puno radno vreme

Who are we?

We are ECD (ecd.rs), the first cryptocurrency exchange in Serbia. Founded in 2012, we helped more than 30.000 customers to enter the crypto world. Our secure and reliable platform allows both pros and complete newbies to buy & sell crypto in just a few clicks.

Our Belgrade office has 30+ professionals with a strong development team and renowned crypto experts. We cooperate in creating a new future of money.

Do we offer a secure position from which you will be able to advance?

No, we do not.

You would have to provide it through serious work, and even then, nothing is certain. Still, we might help you.

Do we offer a secure future in the crypto world?

No, we do not.

The future with us is uncertain but yet attractive.

And the crypto world is already present as much as it is in the future.

How do we know all of this?

After 9 years, how much we deal with bringing the crypto world closer to our environment, everyone would learn.

After 9 years of tough work, it could be understood that the hardest part of the job is done.

No, it is not.

That is why we need you.

Are you familiar with cryptocurrencies or blockchain tech?

You are? Great!

Basic? We will teach you!

Work under pressure?

It is said there are no stupid questions. . .hmm

Part of the working hours/days could be done remotely.

Due to continuous expansion, we are looking for a Team Lead of Customer support.

What will you do?

  • Go from reactive to a proactive approach, empowering the team to Spread the wor(l)d of crypto.
  • Take ownership over the existing support team of 3-5 agents.
  • Take care of the ZenDesk chat and ticketing channel, Avaya call center software or and ECD FAQ/Help Center.
  • Analyze achievements of the support team through using the reporting system of ZenDesk, Avaya, and personal experience.
  • Take control over the communication with ECD potential and current users.
  • Closely cooperate with the marketing and Technology & Innovation ECD teams with a goal of constant improvement of the customer journey and experience.
  • Prepare the team for every change or launch of new features.
  • Handle KYC procedure through the Support team, together with the Compliance team.
  • Lead the team in compliance with local regulation, Law: Digital Assets (training provided).
  • Constantly improve and adapt Support team procedures. 
  • Plan the shifts.
  • Do the tickets/calls when necessary due to increased workload.
  • Constantly train, educate the agents and plan their performance and skills development together with the HR team.
  • Work under the ECD Support set of values (training provided).

Qualifications:

We’re looking for a Team Lead of the Customer Support:

  • 1+ years of experience in the field of Customer support Lead positions or/and the Sales positions. (necessary)
  • Experience with Chat/Ticketing tools as ZenDesk, FreshDesk, etc. (necessary)
  • Experience with call center software as Avaya (necessary)
  • Experience with leading a team of 3 or more people. (necessary)
  • Experience in working in the English language. (necessary)
  • Experience in the selection of customer support agents or junior staff. (necessary)
  • Experience in training the agents or junior staff. (necessary)
  • A basic familiarity with crypto – you need to show at least an interest in blockchain technology and the future of digital money.
    Konkurs je istekao.

    MCM 965 d.o.o.

    Electronic Currency District (ECD) je servis za posredovanje pri kupovini i prodaji kriptovaluta. Lideri smo u oblasti edukacije i konsaltinga u svetu kriptovaluta.

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