Customer Experience Team Lead, eToro
Social trading & investment network
Job no longer available
Social trading & investment network
1001+ employees
Job no longer available
1001+ employees
Company mission
To open the world's markets to everyone - everywhere.
Role
Who you are
- Minimum of 2-4 years of relevant experience, preferably in financial services, technology, and/or customer support management.
- Series 7 and 63 Required
- Series 24 and 4 (Within 180-days of hire)
- Working knowledge of options trading
- Strong service orientation.
- Intellectual curiosity for the cryptocurrency and blockchain space.
- Team player, positive attitude.
- Exposure to different channels of support, including voice, email, social, and/or chat.
- Flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization.
- Experience with payments, fraud, account access, trust, and safety or other relevant operational domains a plus.
- Authorized to work in the United States.
What the job involves
- As one of our first fully dedicated US Customer Experience Lead, you will be responsible for assisting the Customer Experience Analysts in learning and shaping our customer support program to provide a delightful experience to our platform users
- Provide world-class service to our US client base via chat, phone, and email.
- Provide insight and feedback on issues, trends, and bugs to Manager and product team.
- In-depth understanding of multiple workflows, policies, and tools.
- Assist Manager in documenting updates and changes to new and existing processes, training decks, and flowcharts.
- Support the team with questions and issues that arise.
- Coaching support with the team on a weekly basis
- Manage scheduling of incoming case workload and staffing requirements
- Assist new hires in their onboarding and training in their first few weeks
- This role reports to the US Customer Experience Manager
Our take
Investing used to be accessible only to financial experts, but due to advancements in open banking and fintech software development, the average person can now invest from their smartphone. However, this also makes users vulnerable to the high-risk nature of investing, resulting in a demand for easy-to-understand investment education.
eToro provides a social trading and investment platform, facilitating investment in the stock market, ETFs and index funds, cryptocurrencies and NFTs through a mobile application. In addition to providing these features, the platform also features a community-focused investment discussion board, a robo-adviser tool called CopyTrader, as well as investment education resources.
Whilst it is undeniable that the investment platform market has become highly saturated in the last few years, eToro has taken the unique angle of combining its trading platform with tools and resources that help to educate its users. Through this approach, the company aims to increase accessibility to smart investment strategies, whilst reducing the risk associated with investing as a non-expert.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Mar 2023
$250m
GROWTH EQUITY VC
Apr 2018
$50m
SERIES E
Total funding: $462.9m
Company HQ
Canary Wharf, London, UK
Leadership
Yoni Assia
(Co-Founder & CEO)Yoni has been a Board Member at Meitav Dash since 2013. Previously, they co-founded WiTech Communications where he served as the Development Manager for nearly 3 years.
Ronen Assia
(Co-Founder & Executive Director)Since co-founding eToro in 2007, Ronen has held several roles at the company, including VP of Product & Product Marketing and CPO, moving into the role of Executive Director in 2020. He is also a Managing Partner at Team8, a role he has held since 2020.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 2 more jobs at eToro