Customer Support Team Lead, 3Commas

Salary not provided

Intercom

JIRA

Confluence

Slack

Mid and Senior level

Remote from Canada, Europe, UK, US

Crypto-asset management platform

Job no longer available

Crypto-asset management platform

101-200 employees

B2BCryptocurrencyInvestingSaaSNo-Code

Job no longer available

Salary not provided

Intercom

JIRA

Confluence

Slack

Mid and Senior level

Remote from Canada, Europe, UK, US

101-200 employees

B2BCryptocurrencyInvestingSaaSNo-Code

Company mission

To revolutionize how people invest and trade.

Job

Company

Role

Who you are

Fluent in Russian (C1) and English (C1)
Experience managing/supervising a multinational customer support team
Experience in the fintech industry
Proficiency with Intercom, Slack, Jira & Confluence systems
Excellent leadership and team management skills
Strong analytical skills and ability to prepare reports
Ability to optimize processes and implement best practices
Strong commitment to meeting deadlines and an aptitude for overcoming challenges

What the job involves

Lead and coordinate the work of a multinational customer support team
Develop and maintain schedules to ensure 24/7 support coverage
Perform forecasting and team scheduling to optimize resource allocation and meet support demand
Ensure strict adherence to deadlines and embrace challenges to drive team success
Optimize internal support processes, including ticket routing and SLA management
Implement best practices to ensure high efficiency and quality of service
Automate support processes to enhance efficiency and reduce manual workload
Collect and analyze data on key performance metrics of the support team
Prepare and present detailed reports to management, identifying areas for improvement
Create and implement quality control processes to maintain high standards of service
Prepare and present reports on the quality of the support team’s performance
Establish and maintain effective interaction with the Customer Care team to ensure top-tier support
Implement joint proactive actions and projects
Develop and implement processes for gathering user feedback and delivering it to the Customer Care team
Organize training sessions for the support team
Implement development programs to enhance the skills of employees

Our take

Crypto trading can be a labour intensive and time consuming process, so 3Commas sets out to solve this problem with its automatic crypto trading platform. The platform allows users to trade continuously and automatically using trading "bots". Its centralised approach is designed to help users to stabilise their crypto earnings, with bots operating across exchange platforms like Binance and Coinbase.

Boasting over 220,000 users, the popularity of the platform is testament to the growing demand for faster and more accessible crypto trading solutions. Despite security concerns in 2022 over 3Commas staff leaking API keys, the company went on to enjoy substantial funding that same year. This is being used to improve its machine learning and expand its research and development team.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Glassdoor (4.2)

Trustpilot (4.3)

Company

Funding (2 rounds)

Sep 2022

$37m

SERIES B

Nov 2020

$3m

SERIES A

Total funding: $40m

Company benefits

Flexible schedule
In-house lessons for your crypto-trading skills

Company HQ

Sadama, Tallinn, Harju County

Leadership

Yuri Sorokin

(CEO & Founder)

Previously served as Co-founder and Chief Operating Officer of Smile Research. Also co-founded Decommas.io.

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