Costumer Support Manager (Remote)

We are looking for a “Customer Support Manager” for our client in the crypto industry.

We would love to talk to you if you have:

• 3-4 years of experience in customer support management or CRM, preferably in regulated industries such as fintech, crypto, or financial services,
• Experience in working with CRM platforms, campaign management, and customer engagement,
• Experience in developing customer support processes, procedures, and/or service quality evaluations,
•  A basic knowledge of GDPR and data protection regulations, particularly as they apply to handling customer information and complaints,
• Deep understanding of personalization in customer support communications across various platforms, including off-platform communications such as emails and notifications.

What would you do?

• Define and execute a Customer Support and Complaints, Handling Strategy based on a deep understanding of our customers’ journeys and lifetime interactions with our crypto services, ensuring compliance with Regulatory Expectations,
• Implement segmented, relevant support workflows and engagement strategies across multiple communication channels to ensure a high standard of customer satisfaction and compliance, in line with Bank of Lithuania’s expectations, 
• Build, manage, and continually improve automated processes for handling customer inquiries, complaints, and support requests, ensuring an efficient and compliant customer journey,
• Collaborate closely with the product, and compliance teams to ensure customer support tools and strategies align with the latest regulatory requirements, particularly those defined by MiCA for crypto-related services,
• Work closely with the Marketing department to enhance user experience, driving customer activation, retention, and satisfaction through tailored support interactions and feedback loops,
• Analyse and report on customer support and complaint-handling efficiency to enhance customer acquisition and retention, ensuring the system’s compliance with complaints-handling standards set by the company,
• Define, monitor, and report on KPIs for customer engagement and support programmes, ensuring that performance is clearly communicated to the CEO.

Mandatory requirements:

• You are a resident of Lithuania,
• You like taking responsibility and taking on new challenges,
• You are a detail and result-oriented person,
• You feel comfortable multitasking,
• You have the soft skills to manage a team.

Considered a bonus:

• You have direct experience working in Virtual Asset Service Providers (VASPs).

Benefits We Provide:

• Competitive salary based on your competencies and market standards,
• Opportunity to work in a rapidly growing international organization,
• Flexible working hours and the option to work either in the office / remotely or a mixture of the two,
• Career growth opportunities,
• A balanced work-life environment with a focus on employee well-being,
• Necessary equipment for remote work.

Salary Information:

The salary for this position ranges from 3,500 EUR (gross), with the final offer based on the candidate’s qualifications, evaluation results, and motivation