Customer Support Team Lead

vor 4 Wochen

Zürich, Zürich, Schweiz Relai AG Vollzeit

Job Title: Customer Support Team Lead

Job Summary:

We are seeking a highly skilled Customer Support Team Lead to join our team at Relai AG. As a Customer Support Team Lead, you will be responsible for leading a team of Customer Support Agents, providing exceptional written support to our customers, and escalating technical issues to our Product/Tech Team.

Key Responsibilities:

  • Lead, mentor, and support a team of Customer Support Agents, fostering a collaborative, high-performance culture focused on customer satisfaction, continuous improvement, and scalability.
  • Deliver fast, high-quality written support to ensure a seamless and positive customer experience across all our communication channels.
  • Monitor, document, and escalate technical or recurring issues to the Product/Tech Team, providing detailed reports and actionable insights for efficient incident and/or bug resolution.
  • Proactively gather and analyze user feedback to identify pain points, and collaborate with the Product/Tech Team to drive product enhancements and improve customer experience based on actual needs.
  • Leverage AI tools such as Intercom's Fin AI and general automation practices to streamline workflows, reduce response times, and enhance the overall customer support experience while gaining internal efficiencies.

Requirements:

  • Minimum of 5 years in customer support roles, including at least 2 years in a Team Lead capacity, ideally in a fintech or high-growth startup environment.
  • Proficiency with Intercom: Hands-on experience with Intercom as a support tool, with a deep understanding of its features incl. Fin AI and various reporting tools to maximize team efficiency and user satisfaction.
  • Customer-Centric & Analytical: Strong empathy for customers and a passion for delivering outstanding service, combined with a data-driven approach to identify trends, optimize workflows, and improve customer satisfaction.
  • Drive to Improve User Experience: Eagerness to identify user pain points, offer insights, and collaborate on product improvements that enhance the overall user and support experience.
  • Strong Communication Skills: Excellent written and verbal communication skills in English and German, capable of distilling complex issues into actionable insights.
  • Affinity for AI & Automation: Interest in leveraging AI-driven tools such as Intercom's Fin AI to systematize and improve support processes, enhancing internal work efficiency and user satisfaction.
  • Bitcoin Knowledge & Passion: Affinity for Bitcoin and self-custody principles, with a keen interest in staying informed about latest trends and bringing Bitcoin to newcomers.

Benefits:

  • Flexible Work: Work from home, anywhere in Europe.
  • Ownership: Every Relai employee gets equity in the company via our VESOP.
  • Work Devices: The latest MacBook and iPhone for your daily use.
  • Bitcoin Benefits: 0% fee for Bitcoin purchases through Relai.
  • Holiday: Paid regional holiday and flexible approach to PTO.
  • Education: Participation in further education.
  • Conferences: Opportunity to join industry events and bi-annual company retreats.
  • Environment: Collaboration with some of the brightest minds in the Bitcoin space.

We are excited to hear from you and look forward to discussing this opportunity further.

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