Join our small, fiery team on our mission to usher in the Bitcoin golden age. Shakepay is one of the fastest growing startups in Canada. We've grown 10x in the last year. 2% of Canadians use Shakepay. We're building something really special. We need true believers to join our team. We're looking for ambitious professionals with a thirst for knowledge that are interested in working with the most exciting financial innovation ever created: Bitcoin. Bitcoin is important because it enables wealth to be stored with a person without need for a third party. Its fundamental use-case as a store of value with a predictable monetary policy is having profound implications on freeing people into financial sovereignty. **Customer Support Lead**: Picture yourself turning that frown upside down. Does helping people give you life? Because you're going to be their Superman in their darkest of days. Here at Shakepay, we have built a beastly team of customer support managers and customer support reps. What does every beastly team need? Well, a beastly, great and strong leader. Someone who will bring them all and in the darkness, bind them We're only kidding, we're not looking for a Sauron, but we're _definitely_ looking for a fantastic leader. Like Superman You will even get the chance to turn your daily events into memes Who doesn't love a leader that can meme? Anyways, before we get carried away, we're a bitcoin platform. In fact, Shakepay is the easiest way for Canadians to buy and earn bitcoin. We've got a one of a kind community of shakers (aka "customers") that keeps on growing, regardless of how the crypto market is doing. They love Shakepay almost as much as they love bitcoin, which is really saying something. To the Bitcoin Golden Age **You will**: - Set the overall vision and strategic plan to enable a high-performance Customer Support team and focus on customer satisfaction and speed - Lead a team of Customer Success Managers who are committed to high standards of service, exceeding customer expectations, and leading by example - Push the team to come up with creative ways to optimize the customer journey to create a 7/5 experience - Build processes for the CS team to proactively manage customer expectations, accurately communicate and meet deadlines (ie: Holiday Campaigns, etc) - Build and deliver self service models - Collaborate with internal stakeholders on projects to continue to keep the customer centric culture - Train team to recognize opportunities - Beat your teammates in a game of Gartic Phone **Must have**: - 3+ years of experience in customer support roles - 2+ years of experience in managing managers - Experience with managing a team remotely - Strong communication skills - Strong leadership and mentoring skills - Strategic thinking skills **Nice to have**: - Experience with Excel and Microsoft - Understanding of Bitcoin - Bilingual in English and French - Experience in start ups and fintech - Drawing skills (you'll need it for Gartic Phone) **You will get**: - Potentially life-changing stock options. We believe everyone at Shakepay should have the financial upside for building a generational company - Remote-friendly work environment: work from anywhere in Canada. If you're in Montreal, you can work from the office - Generous vacation time: we think time off is essential, and highly encourage it - Personal development: we're here to help you define and hit your personal career goals so that you can get where you want to be - Continued learning: every Shaker gets a yearly budget to spend on learning - Employer-covered group insurance: health, dental, paramedical, disability and travel coverage to ensure you're at your best - Get paid in Bitcoin: choose to take a percentage of your salary in the hardest, soundest money the world has ever known - A collaborative and friendly team: we succeed together and we have fun doing it - MacBook: company-issued laptop to make sure you're doing your best work - Equipment stipend: every Shaker receives a stipend to use toward setting up their home office **About Shakepay**: Shakepay helps Canadians buy and sell bitcoin and pay their friends. We offer web and mobile apps that make it easy for Canadians to buy bitcoin in minutes with Interac e-Transfer. Shakepay is the fastest-growing bitcoin platform in Canada. Please note that while all of our roles are remote, we are a Canadian company and will not be sponsoring visas for this position. You must be eligible to work in Canada to be selected.
