CAREERS

Our portfolio companies are always looking for great people. Apply to the opportunities below or send us your profile.

Customer Success Team Manager at Luno
Cape Town, ZA

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.

 

Your Mission:

 

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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