Customer Success Team Leader at Luno

The role in a nutshell

The Team Leader is responsible for ensuring that Customer Success Associates deliver the world's best customer support in the crypto space. This is a people-leader role, focused on people development, coaching, and contact reviews as a primary function.
You are responsible for ensuring that your team achieves the productivity and quality standards set by Luno. You'll set the direction and culture of your team by managing individual and team performance, expectations and goals. Additionally, you will focus on improving customer satisfaction, monitor real time service levels and ensure schedule adherence by your team.

Your mission will involve:
People Management

• Leading a team of (approximately) 12 Customer Success Associates.
• Taking responsibility for meeting the quality and productivity targets of the team.
• Working closely with the QA and Training teams by analysing selected customer contacts to identify trends, contact drivers, and root causes for customer dissatisfaction.
• Bi-weekly coaching and monthly 1:1 sessions with all team members in which metrics, analysed contacts, and overall performance are discussed.
• Analysing customer correspondence (tickets, chats and calls) to identify the quality of our service.
• Meeting the weekly contact analysis targets as determined by the QA team.
• Working closely with the Workflow team to ensure correct staff scheduling, workload balancing, and ensure departmental SLAs are met.
• Carrying out supervisory responsibilities in accordance with policies and procedures; rewarding and disciplining employees; and effective conflict resolution.
• Reviewing and analysing business and performance metrics, taking note of concerning trends in order to develop and implement corrective action plans.
• Creating a positive work environment and nurture a culture within the team that consistently demonstrates alignment with the Moontality principles.

The ideal Lunaut for this role:

• 1-year in a team lead and/or managerial role within the contact centre environment.
• A degree/diploma in a relevant field is preferable.
• Ability to work shifts between 6AM and 10PM Monday to Sunday, 5 days a week
• Leads change, by exercising sound judgement, initiating action, providing direction and taking responsibility to ensure delivery of goals and objectives.
• A patient, professional nature.
• A respectful approach by putting putting customers, first.
• Critical and creative thinking ability to analyse customer contacts and identify problems, trends, ability to suggest and implement solutions.
• The ability to coach team members in order to deliver results.
• Excellent administrative skills.
• A keen interest in cryptocurrencies (such as Bitcoin and Ethereum) and the FinTech industry.

In your first six months, you will:

• Build strong relationships with your team and Luno's Customer Success department, overall.
• Understand Luno's product and offerings thoroughly.
• Work closely with the Workflow, Quality Assurance and Training teams.
• Ensure that all team members are meeting and exceeding their productivity, quality and customer satisfaction goals.

Remote Life at Luno:

If you're looking to work on something truly global and disruptive with a forward-thinking and ambitious team that highly values diversity, teamwork, and the continuous quest for excellence, then this is an opportunity for you.

Like the majority of companies, Luno is currently working remotely, to keep our employees safe, which means you will not be physically, but virtually onboarded for now!

• Live long and prosper. We've got you covered with excellent private medical insurance.
• You'll be able to continuously upskill yourself with access to free courses on Udemy.
• Generous maternity / paternity and even (yes, you are reading it correctly) paw-ternity for your furry friend.
• For the crypto fans among you (should be everyone!), you'll pay 0 fees with Luno from the day you start.
• Annual Inspiration Day...for that pottery course you've always been meaning to do!
• Work with a diverse team of hardworking, ambitious and friendly people on something that will truly revolutionise the financial world.
• We have virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts Monthly to break up your day and work that other part of your brain

We are an equal opportunity employer and value diversity at our company. We do not negatively discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.