Customer Support Team Lead

Job description

We are Ramp


Ramp is a global company with one goal in mind: to 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 e-commerce is today.

Ramp’s SDK and APIs empower hundreds of developers to build the crypto buying process right into their apps used by millions of users. We leverage the power of existing banking and payment systems to provide a seamless experience for crypto onboarding focusing on UX, speed and security.

We’re backed by some amazing institutional investors, including NfX, Seedcamp, Firstminute and Galaxy Digital, as well as founders and execs from Wise, Dapper, Coinbase, Stripe and other high value-add investors.

You will be working hand in hand with the best builders and makers in the industry on the cross-section of fintech and blockchain. We build on a global scale by empowering novel and breathtaking products. Focus and excellence are a must.


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

  • Handle and resolve 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,

  • Admin 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

Candidate Requirements


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

  • you are fluent in English,

  • you are experienced in Customer Support,

  • you have excellent communication skills and a user-friendly attitude,

  • you are an efficient problem-solver and a multitasker,

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

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

  • you are familiar with various blockchains and ideally with fintech and payment industries,

  • you are not afraid of admin tasks.

We offer



💰 6 000-11.5 000 PLN on an invoice (B2B or employment contract - net = total cost)

📈 Stock options in a rapidly growing company (so far we have grown 30-40% per month!)

🏝 26+ fully paid holidays (we want to trust your ownership and we don’t stand over your head when you work)
🏠 Comfy workspace located in Warsaw
🏊‍♀️ Private health care package and Multisport Plus card for you and your partner - fully on us

💻 Full equipment and tools you only need (at your choice: Windows, macOS, Linux or whatever you wish)
🥇 Co- building one of the hottest crypto startups in CEE (we’ve just raised the highest A round in CEE!)

👩‍🎓 Development/conference budget to grow your skills which you can use outside of Ramp

⛰️ Yearly company retreat

🗣️ English lessons

🔝 Making decisions having an impact and 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, sex orientation, disability, or age won’t affect our recruitment decisions. We’ll focus solely on your skills, experience, the 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.