Customer Experience Lead, Service

** Customer Experience Lead, Service** at Voyager Digital

Remote (NY, NJ, CT)

Voyager is a Publicly traded company listed on the Toronto Stock Exchange (VOYG), OTC Markets (VYGVF) and the Frankfurt Exchange (UCD2). Voyager is the global leader in agency cryptocurrency brokerage. At Voyager we are building the financial services firm of the future that will be used by millions of users globally to easily access trade, invest and earn in the cryptocurrency markets. We are a team of finance and technology industry veterans dedicated to empowering and servicing investors in one of the most exciting asset classes to date - crypto. Our founders stem from reputable finance and technology organizations like E*TRADE, Uber, TradeIt, Lightspeed Financial and more. The Voyager team includes employees with diverse backgrounds and skills. Our culture has quickly grown into one that promotes collaboration, transparency, and entrepreneurialism. To learn more about Voyager please visit us at . We are changing the world and love what we do so if you want to work at a fast paced, exciting environment please apply. ****About the Role:**** About the Role: Voyager is seeking a Customer Experience (CX) Team Lead to assist customers using our core products and services. A Customer Experience Team Lead will manage a team of CX ServiceAssociates to support new and established customers using our app, answer general questions, and provide support focused on customer account management, transaction processing, and rewards. The CX Lead, Service will be responsible for prioritizing and assigning customer support tickets to their team and acting as an escalation point for questions from the Associates. As a CX Lead you will host regular team meetings to communicate needs, respond to questions and facilitate and support ongoing training. To be successful in this role, you must be highly attentive to the needs of your team members and a strong communicator. In addition, you must also be able to identify situations that require additional support and resolve them. You should be comfortable with accountability conversations while being a strong and dependable leader. This role interacts with CX Associates, Supervisors and Management. The role will report up through a Customer Experience Supervisor. Responsibilities: * Review support related workflows and ensure team members are following established procedures * Delegate tasks to team members and ensure staffing is being utilized as efficiently as possible * Assist CXssociates with complex or escalated customer issues * Ensure you are providing your supervisor with individual metrics for ticket volume, quality, and customer satisfaction * Respond to customer tickets * Update Customer Relationship Management (CRM) systems with account specific information and pertinent customer interactions * Report feedback raised by customers, including bugs and features * Identify and share customer feature requestsInform and train associates about new or changing service processes, product features, and common customer issues Qualifications: * Motivated by Voyagers vision, that crypto assets are the future of finance and investing * 1+ years experience in customer service or operations; financial customer experience a plus * Ability to delegate tasks * Experience using customer service platforms specifically ZenDesk * Familiarity with cryptocurrency and mobile apps a plus * Excellent written and verbal communicator with superior problem-solving skills * Strong ability to motivate and track associates performance and quality * Committed to timely and accurate work * Ability to multitask and prioritize in a fast-moving environment * Ability to asses issue severity and escalate in a timely manner * Friendly, empathetic and patient * Knowledgeable regarding Google apps, blockchain technology and cryptocurrency a plus * Seeking an exciting opportunity in crypto **What we offer** * Competitive Salary * Employee Benefits including healthcare (medical, dental, vision) and 401k * Stock Options * Unlimited PTO Voyager is headquartered in New York City with satellite offices in New Jersey, California, Toronto and Bordeaux. Please contact us via the button below or at careers@investvoyager.com with your resume and a brief explanation as to why you would like to join the Voyager team. *Please note that during COVID-19 we are working remotely. **Voluntary Self-Identification** For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Voyager Digitals Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Gender Gender

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