Luno is a leading global cryptocurrency company operating across more than 40 countries and with offices in London, Singapore and Cape Town. We’re Series B-funded and backed by some of the top tech investors in the world.
Our products and services make it safe and easy for people and businesses to buy, store, use and learn about cryptocurrencies like Bitcoin and Ethereum. Our vision is to upgrade the world to a better financial system.
The Customer Success Team Manager is responsible for ensuring that Luno’s customers receive the world’s best customer service. As Manager of this team, you'll manage, lead and develop a team of 15 to 30 Customer Success team members. You'll also be responsible for building a high-performing team through various methods such as 1 on 1 sessions with team members, reviewing metrics and team performance, and assigning special tasks to keep team members motivated.
Lead the team to meet and exceed quality and service level targets
Use customer service and company systems to control departmental functions and procedures
Hire top talent by prioritising time to assess, interview and recruit new candidates
Work closely with all other business units at Luno, drive inter-departmental communication and projects
Review and analyse key business metrics, take note of trends, escalate issues and implement corrective action plans
Ensure the smooth running of all daily, customer-facing operations
Work closely with all outsourcers, make key decisions on productivity and quality and drive efficient communication between sites
Find and interpret data, identify trends, spot errors, proactively identify and solve complex problems
Interact with all other business units such as Marketing, Payments and Product to work on new solutions for our customers
Work closely with Team Leads, QA, SMEs and the Training Team to ensure Luno’s customer support is of the highest standard and delivered in a timely fashion
What we'd like you to have:
3 - 5 years of managerial experience, preferably in a contact centre environment
A valid work permit for South Africa, if not a South African citizen
Relevant Degree or Diploma from a recognised tertiary institution
Customer obsession and motivated to provide stellar service when dealing with customers
Familiarity with online banking, security features, FICA regulations and KYC - highly advantageous
Experience in dealing with outsourced partners - highly advantageous
Keep abreast of all developments in the Bitcoin / Cryptocurrency space
Continuous Improvement mindset
Project Management approach
Excellent verbal, written and interpersonal communication skills
Exceptional listening and analytical skills
Solid Time Management skills
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