Head of Customer Success (Crypto)- English speaking

RBFC Ukraine LLC is looking for an English speaking Team Leader to come in and make an immediate impact starting day one. The ideal candidate is a team player with exceptional communication and problem-solving skills. Our team consists of dedicated and passionate entrepreneurial thinking millennials that truly believe in the success of the project and the idea behind it.

We are an international brokerage firm, focusing on the digital assets. Our offices are based in Kyiv and New Zealand.

The Support Team Lead is responsible for overseeing the daily operations of the support team as well as participating as an active member of the team. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training.

YOUR ROLE WILL CONSIST OF:

• Implementing customer support processes to enhance customer satisfaction;
• Responding to escalated customer support issues;
• Drafting, implementing, and executing policies and procedures to facilitate a quality customer service experience;
• Developing and implementing training and quality assurance programs for new hires and experienced employees;
• Informing the team of all new information related to products, procedures, and trends;
• Assessing support statistics and preparing detailed reports on the findings;
• Overseeing and evaluating the team's ongoing training efforts;
• Delivering performance evaluations and following the disciplinary process according to company policy;
• Keep accurate records and document customer service actions and discussions;
• Developing and overseeing control systems to prevent or deal with violations of legal guidelines and internal policies;
• Keep abreast of regulatory developments within or outside of the company as well as evolving best practices in compliance control;
• Prepare reports for senior management and external regulatory bodies as appropriate.

YOU MIGHT BE A FIT IF YOU HAVE:

• Proven people management and leadership skills
• Excellent communicator, both oral and written
• Strong problem solving and communication skills
• Love being the first line of support and troubleshooting issues
• Five Years plus experience in a Customer Support role

 WE'RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES

• GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment.
• TRUST - Willingness to trust our co-workers and to take ownership.
• Set an example for team members of commitment, compliance activities, work ethics and habits and personal character. 

WHAT WE OFFER

• New office in the central part of Kyiv- BC Senator
• A great young team of professionals
• Friendly atmosphere with delicious coffee, tea, and snacks

Excellent verbal and written communication skills in English are a MUST. The working hours are Monday - Friday, from 9:30 until 18:30.

The starting salary for this position is    USD 1600  . Depending on the qualifications, a higher salary is possible.

Apply by sending your CV in English to career@rbfc.com