Customer Success Manager

Responsibilities

• Manage all staffing/employee-related needs from new hire onboarding, training, production, performance, and employee care
• Manage and drive internal and vendor performance
• Maintain timely execution of all processes, audits, quality scores, and behaviors impacting customer satisfaction
• Drive accountability across the leadership team and frontline employees 
• Manage coaching conversations and documentation processes
• Hold weekly meetings with each member of the leadership team to provide constructive feedback
• Invest in career and development planning – IDPs and coaching models
• Execute performance reviews with thoughtful guidance on career development
• Establish and manage rewards and recognition program for the department
• Manage employee scheduling to ensure coverage across 7 days and oversee payroll approval
• Drive accountability of attendance policy and corrective actions
• Lead new hire onboarding in partnership with People Operations and Training
• Partner with the Head of Customer Success to prepare NPS content and launch plan
• Drive participation and engage the department in providing open feedback through the eNPS survey
• Develop an action plan in accordance with the feedback provided in both the NPS and eNPS survey responses.

Qualifications

• 2+ years contact center leadership experience in a fast-paced environment
• 2+ years experience driving performance and actioning  performance improvement plans
• Willingness to take on additional responsibilities within a multi-functional role
• A proactive approach to managing the day-to-day operations
• Strong written and verbal communication skills
• Ability to help draft the Customer Success playbook and process knowledge base
• Motivated and passionate about the cryptocurrency industry