Customer Service Supervisor

Description

Coin Flip is a global digital currency platform company focused on providing consumers with simple and secure access to buy and sell cryptocurrency. The company operates the world's largest network of cryptocurrency kiosks by transaction volume, with more than 5,500 kiosks across 49 U.S. states, Puerto Rico, Canada, Australia, New Zealand, South Africa, Italy, Panama, Brazil, Mexico, and Spain. Coin Flip’s digital currency kiosks make buying and selling major cryptocurrencies accessible for consumers who wish to purchase digital currency using cash.

Coin Flip also operates Coin Flip Preferred, a personalized over‑the‑counter service that provides investors with custom, white‑glove support for their cryptocurrency transactions. In 2022, Coin Flip launched Coin Flip Ventures, an investment group offering coaching, funding, and networking support to early‑stage crypto and web3 projects. We also offer the Coin Flip Crypto Wallet, a self‑custodial cryptocurrency wallet available for iOS and Android devices.

Coin Flip was founded in 2015 by Daniel Polotsky, Kris Dayrit, Alan Gurevich, and Ben Weiss. Headquartered in Chicago, Coin Flip placed in the top 500 on the 2021, 2022, and 2023 Inc. 5000 list, and on the 2022 and 2023 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest‑growing company in Chicago by Crain’s, ranked in Chicago Tribune’s Top Workplaces in 2021 and 2022, and was awarded the 2021 and 2022 Stevie® Awards for Customer Service.

To learn more about Coin Flip and how to get started on your digital currency journey, visit www.

Coin Flip.tech.

We are looking for a talented, empathetic and motivated leader to join us as a Customer Support Supervisor. As a Customer Support Supervisor, you will be tasked with training, developing, and motivating our customer support representatives as they service and support our growing global customer base. Supervisors will assist with the day‑to‑day affairs of the team, including handling escalated customer issues, ensuring all agents are performing up to expected standards, and providing guidance and direction so that agents are supported throughout their shift.

This role supports both South African and international customers across multiple time zones. Successful candidates will demonstrate strong attention to detail, excellent time management, prior experience leading/managing teams, and a demonstrated ability to effectively manage for performance.

* This position is full‑time and requires you to work onsite at our Cape Town office for a shift within the hours of 0300 and 1600 SAST, including weekends.*

• Provide guidance and direction to team members, including setting performance standards and monitoring agent, team, and department level KPIs.
• Develop, maintain, and continually evaluate productivity standards to improve service operations, procedures, and agent efficiency.
• Evaluate performance of team members; provide remedial coaching when needed; recommend personnel actions according to company policy and procedures.
• Prepare and conduct performance evaluations that are timely and constructive.
• Monitor the time management, mood and morale of team members.
• Maintain a productive and positive working environment.
• Identify opportunities to update or improve customer service procedures and make recommendations to the Manager/Director of Customer Service or other appropriate staff.
• Work with Customer Support Manager(s) to coordinate meetings and agendas with the team and/or other departments to discuss obstacles, needed resources or issues in completing service requests.
• Assure that each team member has the necessary information to effectively participate in team discussions and strive for a consensus on implementing policies and practices.
• Explain products and services in a courteous and respectful manner, demonstrating knowledge of company product lines, services, and policies.
• Handle escalated calls or emails; resolve disputes and collaborate with other departments when required.
• Hire and onboard new employees.
• Other duties as assigned.

• Bachelor’s degree preferred, but not required.
• Previous experience…