Customer Support Manager

About the role

Localcoin, founded in 2017 with headquarters in Toronto, is on a mission to simplify the process and experience of buying or selling digital currencies globally. We envision bringing digital currency to the mainstream financial market through partnerships with leading corporate and franchised retail spaces. With terminals across Canada, Poland and the APAC region, including Australia, Hong Kong, and New Zealand, Localcoin is now the fastest growing Bitcoin ATM operator in the world. At its core, Localcoin believes that everyone should be able to own cryptocurrency and have a deep understanding of blockchain technology. As a member of our rapidly growing team, you'll join a talented, dynamic group of team members who will encourage you to learn, grow, and thrive in your career every step of the way. If you're a self-starter looking to hone your skills in a scale up environment that fosters innovation, transparency, and team connectivity, we look forward to hearing from you! Salary Range: $80,000 - $90,000 The Customer Success team at Localcoin strives to provide our customers with a high-quality experience across all of our products. To continue achieving this goal, we are looking for a passionate and driven Customer Support Manager to join our team. As a Customer Support Manager, you will be responsible for leading, developing, coaching, and managing the Customer Success team to achieve business performance objectives while consistently striving to exceed customer expectations. You will be passionate about Localcoin's vision and mission and will play a key role in fostering a customer-first culture. In this role, you will oversee the development of customer-centric policies and knowledge bases, drive departmental results, and make data-driven decisions to create efficiencies, improve processes, and enhance the overall customer experience. This position will be based out of our Head Office in Etobicoke, ON, and follows Localcoin's hybrid work schedule. This role oversees the Customer Success team in Canada and Philippines. The Canadian CS team works in the office two days per week-Tuesdays and Fridays. *This is a replacement hire for an existing vacancy.

Responsibilities

• Project ownership: Oversee and deliver both team-led and cross-functional projects focused on enhancing the customer experience, increasing consumer education and awareness, and improving the overall effectiveness of Customer Service.
• Talent Acquisition & Development: Lead the recruitment, onboarding, and training of all new Customer Service team members, ensuring they have the knowledge, tools, and resources needed to be successful in their roles.
• Quality Assurance & Service Excellence: Oversee the quality of customer interactions across phone, email, and chat channels by conducting monthly reviews, providing timely feedback, and ensuring the team's alignment with company service standards and best practices.
• Performance Management & Coaching: Foster a high-performance culture through effective performance management, goal setting, and coaching. Support team members in achieving measurable SMART goals while driving progress toward departmental KPIs and business objectives.
• Lead Team Meetings & Communications: Conduct regular team meetings and huddles to communicate company updates, policy changes, and internal process changes, ensuring team alignment and consistency.
• Workforce Management: Oversee workforce management activities, including workload distribution, routing, scheduling, and resource deployment for Customer Success team members, to ensure operational efficiency and business needs are met.
• Zendesk Administration: Manage the administration and continuous improvement of Zendesk by leveraging integrations, automations, workflows, and system enhancements to support scalability and improve the customer experience.
• AI Training and Calibration: Own the ongoing optimization and calibration of AI-driven tools, ensuring we maintain high-quality customer interactions, improve self-service outcomes, and increase customer deflection.

Requirements

• You bring at least 5 years of experience in a customer service role, including 3 years of customer service leadership experience as a Team Lead, Supervisor, or Manager.
• You have experience managing local and/or remote customer support teams.
• You have a strong understanding of what exceptional customer service looks like and are passionate about delivering a great customer experience.
• You have a proven ability to lead, develop, coach, and improve team performance.
• You lead with curiosity and accountability, seeking to understand root causes and

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