Coinbase12 дней назад
Руководитель службы поддержки клиентов
≈132 617 ₽в месяц · до вычета
РЫНОК
12 592 ₽медиана по профессии
IT Support / Helpdesk · 115 вакансий с указанной зарплатой
5 250половина предложений: 9 375–16 667132 617
Выше рынка · выше 100% предложений
Manila
Обязанности
- 01Own end-to-end team performance across SLAs, productivity, quality scores, and first contact resolution targets for your line of business
- 02Lead coaching and development for a team of customer support agents, using data from Maestro QA, Looker, and Salesforce to identify gaps and drive improvement
- 03Partner cross-functionally with Program, Quality, Training, and Workforce Management teams to streamline workflows and optimize scheduling adherence
- 04Drive operational initiatives that improve customer experience metrics and reduce friction across support channels
- 05Execute performance management processes including documentation, corrective action, and compliance follow-through
Требования
- 016+ years in customer support, financial services, or technology operations with at least 3 years directly managing frontline teams in a metrics-driven environment
- 02Demonstrated success improving team KPIs (e.g., CSAT, FCR, AHT) with specific, quantifiable results in a prior role
- 03Proficiency with support operations tooling such as Salesforce Service Cloud, workforce management platforms, QA tools, and BI dashboards (e.g., Looker)
- 04Availability to work shifts including weekends and non-standard hours to support 24/7 crypto operations from the Manila, Philippines office
- 05Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
Условия
- 01Role is based in Manila, Philippines and requires shift flexibility for 24/7 coverage
- 02Remote-first, but not remote-only company with quarterly in-person working sessions called “surges”