Full-Time Operations Lead - Customer Support

CoinGecko is a global leader in tracking cryptocurrency data. Operating since 2014, CoinGecko has built the world's largest cryptocurrency data platform, tracking over 10,000 tokens across more than 400 exchanges, serving over 300 million page views in more than 100 countries. We are proud to have played a major part in mainstream awareness, adoption, and education of cryptocurrency globally.

We believe that cryptocurrency and blockchain will define the future of finance, bringing greater financial and economic freedom around the world. In anticipation of that future, CoinGecko is building the foundation to scale cryptocurrency market data to serve billions.

Salary: RM15,946

What Will You Be Doing?

• Customer support: Lead the team in providing excellent, timely and consistent frontline support to users, token/NFT projects, and exchanges within the specified SLAs. Ensure the team conducts thorough and effective diagnoses to resolve users’ and teams’ issues through dedicated channels (Zendesk/Telegram/email/etc.).
• Operational efficiency: Oversee internal workflows for customer support and implement best practices to ensure consistent and accurate responses. Develop, improve, and implement scalable processes and playbooks to streamline operations and maintain quality.
• Team leadership & development: Lead and mentor the team, fostering technical expertise and professional growth. Set clear goals, track performance, and ensure alignment with organizational objectives.
• Community management: Develop and nurture strong relationships with existing customers, token/NFT project teams, exchanges, and partners to build an active and engaged community.
• Problem solving: Diagnose potential issues raised by the team, solve the issues, and escalate to the management team where necessary. Lead the team to monitor sentiments and gather relevant feedback for the relevant stakeholders.
• Reporting: Keep track, analyze and report on performance metrics to identify opportunities for improvement and optimization. Provide regular feedback on performance metrics and effectively communicate learnings and next steps with the team and the business stakeholders.
• Ops vendor management: Proficient in the end-to-end process of any ops-related vendor acquisition which include sourcing for vendors, evaluating vendor proposals, and preparing cost-benefit analysis before giving a final recommendation.
• Team player: Craft relevant project proposals, socialize and get buy-ins cross-functionally, and manage project milestones, timelines, and resources effectively.
• Team growth & engagement: Lead the hiring process of your department and contribute to hiring best practices.
• Strategy & outcomes: Strategize a long-term Operations vision, aligning with company OKRs and business goals. Articulate the vision and obtain buy-ins with the team and related stakeholders. Rally team members to execute the vision to meet the overall business goals, while delivering value to users.
• Support any ad hoc tasks as required.

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