Customer Support Manager

Bitcoin Depot is seeking an dynamic, experienced and results driven professional to run its Customer Support operations. The Customer Support Manager 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 in an effort 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 are proud to be an Atlanta Journal-Constitution Top Work Place for 2021 and 2022, the inc 5000, and placing on the ACG Georgia Fast 40 list for two consecutive years. 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 the agents making outbound calls to recover customers that have experienced issues in completing transactions.
• Ensure team members are achieving expected performance metrics such as monthly goals for call answer rates, ASA, AHT, availability, and service call resolution.
• 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.
• 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 the 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

• 7 + years experience as a call center manager
• 10 + 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, MS Office/Google Workspace.
• Experience in financial services, payments, payment processing, ATMs, or in the Bitcoin/cryptocurrency industry is preferred
• College degree preferred
• Strong coaching and leadership skills
• Ability to motivate team members and to promote customer service and satisfaction within a Customer Care environment
• Excellent interpersonal, customer service, trouble shooting and conflict resolution skills.
• 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
• Annual in-person team building events
• Virtual team building events
• Remote first environment

Bitcoin Depot provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.