Customer Support Team Lead

Job description

We are Ramp

Blockchain is changing the world and has the potential to turn it upside down. We know that it is time to reverse the model we got used to, where the top 1% decide on everything. Blockchain democratises entertainment, wealth, builds new opportunities for community-driven innovation, shakes up the ancien regime. We’re inches away from the paradigm shift and Ramp is here to help move the needle.


The bottom-up revolution is already on the move and there is still some space onboard. Ramp is here to use the knowledge of finance and technology to make business more open to everyone to join in and make crypto easier. Interacting with crypto-powered apps still feels intimidating for most. We work to unlock a future where crypto is as easy to use as eCommerce is today.


We believe in technology-driven change. We are a part of the decentralised revolution. For us, that means adding value to the world by individual approach and critical eye. Our operating framework is built on passion & hunger. We gathered the best-in-class team to work together on things that matter. We want you to feel challenged and motivated by the company you have and give the same feeling to your teammates.


If you share our values and approach, there is a space for you at Ramp!

Role Overview

We’re looking for a detail-oriented problem-solver with excellent communication skills. You will be managing the Customer Support Agents’ team who help our users resolve their queries, make sure their issues are well taken care of, and improve our business performance. Also, you will manage OKR, take care of team schedules and run team meetings. You will be not only Team Lead but also a motivator and helping hand.


Core Responsibilities

  • providing daily direction and communication to agents so that customers will be answered in a timely, efficient and knowledgeable manner

  • working towards maximising customer satisfaction

  • handling and resolving escalated customer complaints that cannot be addressed by the agent

  • identifying areas for new / additional training or knowledge checks

  • reporting product malfunctions and discussing support problems with the team,

  • administrating tasks: creating team schedule and making sure the worked hours have been accurately reported,

  • managing team performance, preparing reports to Customer Support Manager

  • suggesting methods to improve procedures

  • coaching and motivating team members

  • delegating tasks to team members

  • communicating team goals, making sure the team's KPIs and OKRs are achieved

  • ensuring business continuity by monitoring transactions and settling pending orders in real-time.

Requirements

  • at least two years of experience as a team lead or group manager,

  • fluency in English,

  • experience in Customer Support,

  • excellent communication and multitasking skills with a user-friendly attitude,

  • experience in working in a dynamic start-up environment,

  • extensive knowledge of creating procedures and processes, managing and prioritising tasks,

  • being familiar with various blockchains and ideally with fintech and payment industries.


We offer
💰 6 000-11.5 000 B2B net on an invoice - or equivalent on employment contract

📈 stock options in a rapidly growing company - so far we have grown 40x this year

🏝 26+ fully paid holidays (or more if you need it)
🏠 comfy workspace located in Warsaw, Wroclaw and London; work from home is also an option,
🏊‍♀️ private health care package and Multisport Plus card for you and your partner - fully on us,

💻 newest Mac or laptop with Windows or Linux, and any other tools you may need,
🥇 being part of one of the hottest crypto startups,

👩‍🎓 self-development and conference budget to help you grow,

⛰️ annual company retreat,

🗣️ English lessons,

🔝 making decisions having an impact and a super high level of ownership (you will be the second person in the recruitment team).

Ramp is an equal opportunity employer. What this means in practice is that your race, religion, national origin, sex, sexual orientation, disability, or age won’t affect our recruitment decisions. We’ll focus solely on your skills, experience, potential for growth and attitude.

Do you fear you won’t fit in? 90%+ of Ramp’s team agreed with the following statement: While I occasionally felt like a misfit in other workplaces/firms, I feel a sense of belonging here at Ramp.


Psst. If you're not the one, but someone you know might just be the perfect fit? Let them know! Apply to an open application and let's chat!