Customer Support Manager

About Ramzinex:
Ramzinex is one of the leading platforms in the field of cryptocurrency exchange, providing users with secure and fast services through innovative solutions. We are looking for an experienced Customer Support Manager  who can lead the support team, optimize customer service processes, and elevate response quality to a higher level.

 
Job Description:
The Customer Support Manager plays a key role in enhancing the user experience and increasing customer trust in Ramzinex. In this position, you will be responsible for managing the customer support team, designing and improving customer service processes, analyzing user interaction data, managing complaints and suggestions, and closely collaborating with technical and product teams to provide the best possible experience for users.

 
Responsibilities:
Managing and Leading the Customer Service Team
Leading and developing the customer service team, including planning for performance improvement and knowledge enhancement.
Reviewing the performance of support agents and providing continuous feedback to improve service quality.
Organizing training and motivational sessions to enhance communication, technical, and problem-solving skills.
Improving Customer Service Processes
Creating and optimizing customer response processes to increase speed and accuracy in issue resolution.
Familiarity with automation tools to enhance the customer experience and reduce response time.
Documenting customer service processes and continuously updating them based on user needs.
Customer Experience Management and Data Analysis
Continuously monitoring user satisfaction through surveys and feedback analysis.
Analyzing customer request data to identify problem patterns and suggest improvement strategies.
Providing management reports on team performance and customer interactions.
Handling Complaints and Customer Issues
Managing complex and sensitive customer requests and providing effective solutions.
Developing solutions to reduce common issues and increasing the first-contact resolution rate.
Establishing complaint management policies and ensuring quick and fair issue resolution.
Cross-Team Collaboration for Service Improvement
Working closely with product, technology, and operations teams to enhance the user experience.
Providing practical recommendations to product development teams based on user needs and challenges.
Engaging with the marketing team to optimize customer communication and service messages.
 
Requirements:
Experience & Professional Skills
At least 5 years of work experience in customer service, user support, or customer experience management.
Proven experience in managing support teams and the ability to lead large teams.
Familiarity with financial regulations and security standards related to the fintech and cryptocurrency industries.
Ability to design and optimize customer service processes.
Experience in complaint management and improving customer satisfaction rates.
Technical & Analytical Skills
Ability to analyze data and generate reports based on key performance indicators (KPIs).
Familiarity with ticketing systems and customer request management platforms.
Communication & Leadership Skills
Excellent customer relationship management and problem-solving skills.
Ability to lead, train, and develop customer service teams.
Strong verbal and written communication skills for effective interaction with teams and users.
 
Benefits & Perks:
Hybrid work model
 Insurance coverage from the first day of employment
 Eligibility for Resalat Bank loan after six months of employment
 Plenty of opportunities for growth and learning in the cryptocurrency industry
Daily breakfast and evening snacks
A dynamic and engaging work environment