Role in brief
Coins is seeking a Senior Technical Support Leader to manage a team focused on providing technical assistance in the crypto sector. Ideal candidates will have extensive experience in technical support and team management.
About the role
As a Technical Support Leader at Coins, you will oversee a team dedicated to offering professional technical support for users and partners in the cryptocurrency industry. Your role will include optimizing support processes and ensuring compliance with industry standards while enhancing user satisfaction.
Coins is a leading crypto brand in The Philippines, trusted by over 18 million users. In this position, you will formulate team objectives, manage daily assignments, and analyze support data to improve the overall customer experience. Effective communication and collaboration with other departments will be essential for success.
The salary range for this role is between $82,000 and $138,000, reflecting the seniority and responsibilities involved.
Skills that matter here
- technical support: This role requires managing a team that delivers technical assistance to users and partners.
- team management: You will be responsible for developing and leading the technical support team.
- communication: Strong communication skills are necessary for coordinating with team members and other departments.
- problem solving: You will need to handle complex technical issues that arise during support operations.
- blockchain: Familiarity with blockchain technology is important given the company's focus on the crypto space.
Who this role suits
- A person with over five years of technical support experience, including team management.
- Someone who thrives under pressure and has a strong sense of responsibility.
- An individual with excellent communication skills, both written and oral, in English.
- A candidate who is open to new ideas and enjoys working cross-functionally.
From the employer
Key Responsibilities
- Build, manage, and develop the technical support team.
- Formulate team OKRs, performance assessment standards, and talent training plans.
- Arrange daily work assignments and supervise work progress.
- Establish a team knowledge sharing mechanism and organize technical training.
- Establish and improve the technical support process.
- Optimize the technical support channel.
- Lead the team to handle complex technical issues.
- Track and analyze technical support data.
- Ensure professional, timely technical support for platform users and partners.
- Ensure compliance with company regulations and industry norms.
- Cooperate closely with other departments.
Requirements
- 5+ years of technical support or related work experience, including 2+ years of team management experience.
- Proficient in computer operation and common technical tools.
- Familiar with technical support processes and tools.
- Excellent team management, communication, and coordination skills.
- Strong sense of responsibility and good pressure resistance.
- Proficient in oral and written English.
- Bachelor’s degree or above in computer science, information technology, or related majors; relevant professional certifications are preferred.
- Preferred experience in technical support management in digital currency or payment industries.
Conditions
- Join a fast-growing organization with opportunities for career advancement.
- Work cross-functionally to improve customer experience.
- Be part of a culture that welcomes new ideas backed by data.
Questions about this role
What is the remote policy?
The position is hybrid, allowing for both in-office and remote work.
What is the seniority level of this role?
This is a senior-level position.
How do I apply?
Details on how to apply are not provided in the input.