Join our team and build your career with us
Responsibilities
Lead a team of Persian-speaking customer support agents, overseeing daily operations including live chat and ticket handling to ensure timely and high-quality responses to user inquiries.
Monitor service quality through regular review of interactions, identify areas for improvement, and implement corrective measures to enhance user satisfaction.
Develop and refine Persian-language service scripts and process guidelines, updating them in line with business changes and user feedback.
Provide needed training for new and existing agents, focusing on Persian communication skills, soft skills (e.g., empathy, conflict resolution), and product knowledge to elevate team performance.
Collaborate with internal teams (e.g., quality assurance) to align support strategies with overall service standards and resolve cross-functional issues.
Qualifications
Proficiency in Persian, with a strong command of English (both written and verbal) for cross-team communication.
1-3 years of experience in customer support, preferably in fintech, cryptocurrency, or related fields.
Familiarity with cryptocurrency basics (exchanges, wallets, trading processes) is preferred, or a strong willingness to learn.
Leadership skills with the ability to mentor agents, improve their soft skills, and foster a collaborative team environment.
Problem-solving abilities and resilience to thrive in a fast-paced, dynamic work setting.
Work location is not limited for this remote role.
