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Head of Client Success at CoinSmart

Toronto · Full Time
CoinSmart is on a mission to make cryptocurrency accessible to everyone. Breaking down the barriers of complex and confusing crypto transactions, CoinSmart offers simple solutions, learning tools for all levels, and 24/7 client support. Read More
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Job Description

At CoinSmart, we are all about making cryptocurrency accessible to everyone. As the Head of Client Success you’ll be responsible for helping to build a world class support department to help guide our clients through the journey of buying and selling cryptocurrency. In addition to optimizing the Client Success Department and new Client Success on boarding/training, you’ll be providing hands on superior level of service, while aiding users through registration, verification, depositing funds and placing trades. Primary communication methods will be through live chat, email and phone calls.

This is an opportunity for someone who’s not only stellar at customer support but wants to be a part of something bigger by putting some entrepreneurial spirit into their work. Our environment is vibrant and collaborative – one where we foster the personal and professional growth of all our team members.

If you meet the following criteria, we’d love to connect with you:

Phenomenal communicator - You’ll be the face of our company externally and the voice of our customer internally. Can you provide accurate responses in a very clear, concise and easy to read manner?

Empathetic - Everyday we wear the shoes of our clients. You need to be able to fully embrace our clients’ issues and immerse yourself in their experience to provide them with the best possible service and solution.

Driven to succeed - Do you want to be part of something unique within a fast growing startup organization? Are you a visionary who likes where we’re going and building towards "what this could be?"

Extreme problem solver: - “No”, isn’t an acceptable answer. If our clients have an issue, you’ll tackle it head on, as a welcomed challenge and do whatever it takes to get them what they need.

Flexible & adaptable - Are you willing to take on challenging, yet rewarding work with a ‘no excuses’ attitude? Are you comfortable with the ambiguity of an evolving role and organization?

Team player and lone wolf wrapped in one - You’ll love it here if you’re an independent worker that self-motivates to stay on task and completes quality work efficiently. There’s lots of opportunities to collaborate and a positive team mentality is imperative. Micromanaging, however, is not our jam.

Responsibilities and Duties
- Answer all inquiries from our clients through live chat, phone calls and email.
- Keep promises and follow through with commitments both, to our customers and each other.
- Meet and exceed Support team SLA’s and client satisfaction targets.
- Assist in development and implementation of operational processes and procedures
- Lead Client Success Department on boarding and ongoing training

Qualifications and Skills:

- Educated to college/university degree level or higher
- Degree in Business Administration is a plus

- At least 4 years experience in providing high level of customer service.
- A general understanding of cryptocurrency and underlying blockchain technology (We do NOT provide any financial or investment advice)

Beneficial Knowledge:
- Knowledge of using website analytics tools for statistical analysis and reporting .
- An understanding of the impact of other online marketing activities (ex. Social Media)
- Knowledge of using multiple support systems (ZenDesk, Active Campaign, Base CRM, Zopim Chat)

Required Skills:
- Excellent empathy skills.
- Skillful in managing multiple projects at one time while still maintaining a high level of quality.
- A high standard of written English
- A customer support superstar
- Can think strategically, able to analyze data and identify & implement recommendations

- Excellent communication skills, with ability to completely empathize with clients and truly put their needs above all else.
- Sense of humour and ability to have FUN!
- Positive attitude, we’re all on the same team and enjoy helping each other as much as we love helping our customers.
- Extreme attention to detail and multitasking abilities.- Must be organized and have a strong ability to prioritize.
- Strong desire for continuous learning and self-development.
- Can facilitate positive and productive client interactions via across multiple points of contact.

- Challenging and rewarding opportunity within a fast growing and funded Toronto Startup!
- Flexible Vacation
- Choose your own hardware
- Strong Health & Dental Benefits
- Catered Lunches
- Free Coffee, tea, water, and your favourite snacks onsite!
- Casual dress
- Excellent working conditions and fun team outings.

CoinSmart is an equal opportunity employer and strongly encourages applications from people of colour, persons with disabilities, women, and LGBT applicants.

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What We're Building

CoinSmart has changed the landscape by making cryptocurrency accessible to Canadians with all levels of crypto experience. Breaking down the barriers of complex and confusing crypto transactions, CoinSmart offers simple solutions, learning tools for all levels, and 24/7 client support.

The user-friendly platform features enterprise-grade security, cold wallet storage, and easily-generated tax-time reports. For more experienced investors, CoinSmart offers advanced charting, order book functionality and dedicated SmartReps for wealth clients. All clients benefit from competitive fees, as well as CoinSmart’s same day funding, withdrawal and verification SmartGuarantee.

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CoinSmart Team

Justin Hartzman
Co Founder, Visionary Internet Entrepreneur, Start-up Fanatic & Deal Making Extraordinaire, Overall Workaholic with a work/life balance.
Jeremy Koven
Lifelong Entrepreneur with multiple exits. Crypto enthusiast, tech lover and problem solver.
Jessica Hudson
10 years of diverse experience leading cross-functional teams in tech, recreation and hospitality start-ups