CoinFlip is a global digital currency platform company focused on providing consumers with simple and secure access to buy and sell cryptocurrency. The company operates the world's largest network ofcryptocurrencykiosks by transaction volume, with more than 5,500 kiosks across 49 U.S. states,Puerto Rico,Canada,Australia,New Zealand,South Africa,Italy,Panama, Brazil, Mexico, and Spain. CoinFlip’s digital currency kiosks make buying and selling majorcryptocurrenciesaccessible for consumers who wish to purchase digital currency using cash.
CoinFlip also operates CoinFlip Preferred, a personalized over-the-counter service that provides investors with custom, white-glove support for their cryptocurrency transactions. In 2022, CoinFlip launched CoinFlip Ventures, an investment group offering coaching, funding, and networking support to early-stage crypto and web3 projects. We also offer the CoinFlip Crypto Wallet, a self-custodial cryptocurrency wallet available for iOS and Android devices.
CoinFlip was founded in 2015 byDaniel Polotsky,Kris Dayrit,Alan Gurevich, andBen Weiss. Headquartered inChicago, CoinFlip placed in the top 500 on the 2021, 2022, and 2023 Inc. 5000 list, and on the 2022 and 2023 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company inChicagoby Crain's, ranked in Chicago Tribune’s Top Workplaces in 2021 and 2022, and was awarded the 2021 and 2022 Stevie ® Awards for Customer Service. To learn more about CoinFlip and how to get started on your digital currency journey, visitwww.CoinFlip.tech.
We are looking for a talented, empathetic and motivated leader to join us as a Customer Support Supervisor. As a Customer Support Supervisor, you will be charged with training, developing, and motivating our customer support representatives as they service and support our growing global customer base. Supervisors will assist with the day-to-day affairs of the team, including handling escalated customer issues, ensuring all agents are performing up to expected standards, and providing guidance and direction so that agents are supported throughout their shift. Successful candidates will demonstrate strong attention to detail, excellent time management, prior experience leading/managing teams, and a demonstrated ability to effectively manage for performance.
Responsibilities:
- Monitor the time management, KPIs and productivity metrics of their team.
- Provide guidance and direction to team members, including setting performance standards and monitoring representative, team, and department level KPIs.
- Utilize data, observations and direct representative feedback to determine the best paths for improvement, skill development and coaching through career growth.
- Develop, maintain, and continually evaluate productivity standards to improve service operations, procedures, and agent efficiency.
- Prepare and conduct performance evaluations that are timely and constructive.
- Encourage representative improvement and talent development through coaching, engagement and goal setting.
- Assure that each team member has the necessary information to effectively participate in team discussions and strive for a consensus on implementing policies and practices.
- Maintain a productive and positive working environment.
- Hire and onboard new employees alongside the other leaders.
- Identify opportunities to update or improve customer service procedures and make recommendations to the Manager/Director of Customer Service or other appropriate staff.
- Work with Customer Support Manager(s) to coordinate meetings and agendas with the team and/or other departments to discuss process improvements, resource allocation or service requests.
- Handles escalated calls or emails; resolves disputes and collaborates with other departments when required.
- Explain products and services in a courteous and respectful manner, demonstrating knowledge of company product lines, services, and policies.
- Other duties as assigned.
Qualifications:
- 3 or more years of previous contact center experience.
- Strong people management and supervisory skills.
- Ability to effectively conduct difficult and candid conversations when needed.
- Highly organized with attention to detail and skilled at prioritizing workload.
- Leads in a dynamic, fast-paced environment and adapts seamlessly to changing conditions.
- Knowledge of customer service best practices.
- Professional customer complaint resolution skills.
- Effective communication, negotiation, and de-escalation skills.
- Proficiency in Microsoft Office or similar software.
- Exceptional verbal and written English communication; additional languages are a plus.
- Familiarity with call center solutions (e.g., Salesforce, Zendesk, Five9, AWS Connect) is advantageous.
Nice to have:
- Technical support expertise (iOS,Android,Web).
- Familiarity with data and visualization tools (Tableau, SQL, Excel, Amplitude, etc.).
- Basic knowledge of cryptocurrency and blockchains.
- General passion and knowledge of fintech and cryptocurrency.
- Familiarity with call center solutions (e.g., Salesforce, Five9, AWS Connect) is advantageous.
Base Salary Range: $60,000-$70,000 USD
For all United States based opportunities, our comprehensive benefits package includes, for all full-time employees, competitive health, dental, and vision insurance plans through BlueCross BlueShield (employer subsidized), a generous retirement savings plan with company match up to 4%, performance based bonuses and paid time off.
Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge.
CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted.
By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and we’ll work with you to meet your needs.
