Customer Support Team Lead
Customer Support Team Lead
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1 Vacancy
Job Description
Relai If you want to go fast go alone. If you want to go far go together!
OUR MISSION
We believe Bitcoin is the best way to save money. And at Relai we are raising the next generation of longterm investors by giving them a simple userfriendly and secure way to save Bitcoin.
WHO WE ARE
Relai is a Swisslicensed Bitcoinfocused financial service provider with over $500 million in trading volume. In 2024 Relai was named one of the fastestgrowing startups in Europe by Sifted and listed among the top 100 Swiss startups.
Founded in 2020 in Zurich by Julian Liniger and Adem Bilican our app is designed to be simple and intuitive allowing anyone to buy and sell Bitcoin within minutes. Relai stands out in the crowded cryptocurrency market with its unique approach to selfcustody. Unlike other platforms Relai does not hold user funds; instead it empowers users to control their financial futures with an easytouse selfcustodial wallet.
Who Were Looking For
Were looking for exceptional teammates who are:
- Deeply passionate about Bitcoin and its potential to revolutionize the global financial system
- Selfstarters who thrive in a fastpaced innovative environment where initiative is valued
- Excited about being part of a missiondriven team working on meaningful problems
We are looking for candidates that are excited to join the largest and fastestgrowing Bitcoin startup in Europe. If you would like to be part of a revolution in finance and work with others who share your passion for Bitcoin wed love to hear from you!
Tasks
Key Responsibilities:
- Team Leadership & Mentorship: Lead mentor and support a team of Customer Support Agents fostering a collaborative highperformance culture focused on customer satisfaction continuous improvement and scalability.
- Customer Support Excellence: Deliver fast highquality written support to ensure a seamless and positive customer experience across all our communication channels mainly our customer support management system Intercom.
- Issue Escalation & Reporting: Monitor document and escalate technical or recurring issues to the Product/Tech Team providing detailed reports and actionable insights for efficient incident and/or bug resolution.
- Feedback Collection & Product Improvement: Proactively gather and analyze user feedback to identify pain points and collaborate with the Product/Tech Team to drive product enhancements and improve customer experience based on actual needs.
- AIDriven Support Optimization: Leverage AI tools such as Intercoms Fin AI and general automation practices to streamline workflows reduce response times and enhance the overall customer support experience while gaining internal efficiencies. Process Standardization & Improvement: Systematize support processes by using metrics to refine workflows ensuring a consistent and scalable support experience as our user base and support volumes grow.
Requirements
- Experience: Minimum of 5 years in customer support roles including at least 2 years in a Team Lead capacity ideally in a fintech or highgrowth startup environment.
- Proficiency with Intercom: Handson experience with Intercom as a support tool with a deep understanding of its features incl. Fin AI and various reporting tools to maximize team efficiency and user satisfaction.
- CustomerCentric & Analytical: Strong empathy for customers and a passion for delivering outstanding service combined with a datadriven approach to identify trends optimize workflows and improve customer satisfaction.
- Drive to Improve User Experience: Eagerness to identify user pain points offer insights and collaborate on product improvements that enhance the overall user and support experience.
- Strong Communication Skills: Excellent written and verbal communication skills in English and German capable of distilling complex issues into actionable insights.
- Affinity for AI & Automation: Interest in leveraging AIdriven tools such as Intercoms Fin AI to systematize and improve support processes enhancing internal work efficiency and user satisfaction.Bitcoin Knowledge & Passion: Affinity for Bitcoin and selfcustody principles with a keen interest in staying informed about latest trends and bringing Bitcoin to newcomers.
Benefits
- Flexible Work: Work from home anywhere in Europe.
- Ownership: Every Relai employee gets equity in the company via our VESOP.
- Work Devices: The latest MacBook and iPhone for your daily use.
- Bitcoin Benefits: 0% fee for Bitcoin purchases through Relai.
- Holiday: Paid regional holiday and flexible approach to PTO.
- Education: Participation in further education.
- Conferences: Opportunity to join industry events and biannual company retreats.
- Environment: Collaboration with some of the brightest minds in the Bitcoin space.Additional Perks: Subscriptions to Spotify Netflix Blinkist and ChatGPT.
We look forward to hearing from you!
Employment Type
Full Time
