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Customer Service Manager

Netherlands, Gelderland, NijmegenSupport

Job description

A people manager; every company could use someone like that, and so could we! Do you see it as a challenge to manage a large and diverse team in a young and dynamic company?  Then read on quickly!

BTC Direct and BLOX are two brands with one mission: making crypto easy and accessible for everyone. With our products we make it possible for everyone to buy and sell crypto in a safe way. By now, our organization consists of over 90 (crypto) enthusiasts, and we are still growing. The crypto sector is hot and there are endless opportunities waiting to be explored. Would you like to be part of an ambitious and driven team, in one of the most dynamic sectors of the world? Then this job might be for you!

We are looking for people who are flexible and who dare to take initiative. But we find it especially important that you can be yourself! We regularly plan the best company outings and get-togethers. We also find health very important, so there is fresh fruit for everyone and you can join our weekly boot camp – taught by our colleague Paul.

Job description

As a Customer Service Manager, you will be responsible for our customer service department, and you’ll be supported by two team leads. The team now consists of 25 (crypto) enthusiasts. It’s a young team, consisting of full-time employees as well as students, and it has a diverse composition with different nationalities. For our customers, our team is available seven days a week. We expect you to work on weekdays.

What will you be working on?

Every day, our Customer Support department starts with a daily stand-up meeting at 8:30 AM, accompanied by a nice cup of coffee or tea. Are there any noteworthy issues from the previous day, what are the recent price developments, and what will today bring us? Together with the team leads, you make sure that everyone goes to work energized and motivated, so that the quality of the tickets is on point! Later that day, you will sit down with a few new employees to ask how they’re doing, if they’re encountering any problems, and how they want to develop further. 

Additionally, your tasks in the role of Customer Service Manager will consist of:

  • The optimization of the department (process-based and organizational); 

  • Identifying improvements and trends in our various products;

  • Preparing the weekly planning;

  • Ensuring the KPIs, based on the established departmental plan;

  • Taking care of the personal growth of the team (development plans, assessment interviews, etc.);

  • Being part of the MT team.

What can you expect from us?

  • A competitive salary, with the option of being partially paid in bitcoin 💰

  • We think it's important that you continue to grow. That's why we make a personal development budget available 🎓

  • Pension plan through Brand New Day 📈

  • 25 vacation days 🏝

  • If it's your birthday, you have an extra day off 🎉

  • Every week, our colleague Paul organizes a bootcamp 🏋️

  • Would you like to work from home once in a while? Then you can! 🏡

  • A brand new Macbook, so you can work anywhere, anytime 💻

  • Lots of activities outside of work, like the annual participation in different sports activities, get-togethers and legendary team outings 🍻

Job requirements

What do we expect from you?

Do you enjoy getting the best out of your team members? Do you also have an analytical mind, so that you can further professionalize the current processes, based on available data? Then this role fits you like a glove!. We are looking for someone who:

  • Has a completed HBO education;

  • Has a few years of experience as a Customer Service Manager or similar;

  • Has demonstrable management experience and thrives on managing and supervising others;

  • Dares to make decisions and can manage risks;

  • Speaks and writes Dutch and English fluently.

We use Zendesk as our ticket system, so experience with this system is a plus.

Have you been able to tick a lot of boxes? Then apply quickly and who knows, we might have a cup of coffee or tea together soon.