Customer Support Director

Customer Support Director

Bitcoin Depot is seeking a dynamic, experienced and results driven professional to run its Customer Support operations. This Customer Support Director leads the Customer Support center agents to high performance and improved service quality across our crypto-related products and on behalf of our individual customers. This professional will assist in establishing support center objectives, provide agents with opportunities to expand their knowledge of products, services, and trouble-shooting approaches, analyze data and focus on improved performance and processes to optimize the support to customers.

Bitcoin Depot is the largest Bitcoin ATM Network in the world offering users the ability to buy and sell Bitcoin at thousands of BTM and BDCheckout locations. We currently trade on the NASDAQ under the ticker symbol BTM.

Responsibilities

• Manage the Support Call Center and the agents supporting incoming calls from customers and 3rd party field service agents.
• Manage team of agents in achieving metrics on outbound calls to recover customers that have experienced issues in completing transactions.
• Manage team of agents in achieving quotas in successfully enrolling individual merchant locations to host our Bitcoin ATMs.
• Ensure team members are achieving expected performance metrics such as monthly goals for call answer rates, ASA, AHT, availability, and service call resolution.
• Drive the quality assurance (QA) function to ensure high levels of customer satisfaction and high data integrity, accuracy and completeness of all data captured during interactions.
• Seamlessly integrate a mix of offshore and domestic contractors and employees into a coherent and high performing team. Continuously improve performance by hiring and training high quality agents.
• Develop playbooks, processes, training and scripts on Bitcoin ATMs, Cryptocurrency transaction flows, compliance & identity verification, and other related issues to provide outstanding customer service to internal and external customers.
• Manage data captured from the agents, prepare reports and analyze data to improve processes, ensure resources are properly allocated, maximize customer satisfaction, and optimize efficiency.
• Partner with internal departments such as Product, Marketing, Operations, Compliance and Legal, etc., to re-engineer processes, transaction flows and customer communications to optimize customer experience.
• Continuously benchmark Customer Care operations of industry competitors and stay one step ahead in the service provided by our Center.
• Develop and report regularly on budget, forecasts, KPIs, and department goals as well as remediation efforts on variances.
• Manage Customer Care resources in support of internal projects.

Qualifications

• 8 years’ experience as a call center manager
• 11 years’ experience in a call center environment or operations environment
• Experience managing outbound call center functions.
• Experience with call ticket management/tracking systems, call center agent tracking/mgt systems
• Expert in MS Excel
• Salesforce experience preferred
• Experience with digital wallets, compliance support and the Bitcoin ecosystem
• Strong coaching and leadership skills
• Ability to motivate team members and to promote customer service and satisfaction within a Customer Care environment
• Ability to handle customer escalations and successfully de-escalate
• Exceptional organizational skills and driven by success
• Ability to work various shifts as needed to provide oversite and management checks

Benefits

• 401K Matching
• Health benefits offered with a company contribution towards premiums
• Paid wellness membership
• Equity
• Paid time off & holidays