Customer Support Manager

As one of Canada's largest and fastest growing cryptocurrency trading platforms, NDAX has set the bar high for the country's fintech industry and is constantly leading the way in terms of security and innovation. We're on a mission to empower more Canadians to unlock the full potential of digital finance. To address the various needs in the Canadian cryptocurrency space, NDAX has assembled a multidisciplinary team with diverse backgrounds, including finance, technology, engineering, compliance, marketing, and more.

We're proud to have been recognized as one of Canada’s Best Workplaces by Great Place to Work®.

We are seeking a dedicated and experienced customer support manager to head our customer support department. This role involves providing exceptional customer support to our business clients by implementing effective policies, procedures and goal-setting. You will stay informed on industry products and trends and will be responsible for training the staff accordingly.

This position is on-site job and we are looking for someone based in Calgary.

The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills and be a role model and mentor to staff.

Responsibilities

• Managing the customer support department’s day-to-day functions.
• Responding to escalated customer support issues.
• Implementing customer support processes to enhance customer satisfaction.
• Formulating and revising customer support policies and promote their implementation.
• Informing the team of all new information related to products, procedures, and trends.
• Assessing support statistics and preparing detailed reports on the findings.
• Interviewing and hiring new employees.
• Overseeing and evaluating the team's ongoing training efforts.
• Delivering performance evaluations and following the disciplinary process according to company policy.
• Managing the budget of the customer support department.

• Demonstrated experience as a customer support manager, ideally in a comparable setting.
• Comprehensive understanding of laws related to consumer protection.
• Excellent verbal, written and interpersonal skills.
• Ability to multitask effectively and accurately.
• Willingness to receive and apply constructive feedback.
• Alignment with the values of our organization.

• Extended Healthcare Plan (Medical, Disability, Dental & Vision)
• Life Insurance
• Paid Time Off
• Training & Development Opportunities
• Bonus – Awards – Gifts