Customer Support Team Lead (with English and Ukrainian)

We are a brand-new FinTech startup that has recently launched operations in Poland. But we are not newbies here. With 20 years of banking experience, our team delivers cutting-edge fintech solutions with a strong customer focus. 

IN1 is an all-in-one solution where customer assets, including both crypto and traditional fiat funds, are consolidated in the IN1 digital wallet within a single mobile app. We redefine conventions by seamlessly integrating traditional finance and blockchain technologies. There's no need to choose between crypto or fiat, or navigate multiple banks and crypto platforms – everything converges in the unified IN1 app. N1 aims to launch its product in 170+ countries worldwide. We start by targeting Poland, Ukraine, and EEA countries, with other regions to follow. To achieve this goal, we are looking for energized and professional team members to join our Customer Care team.

We are looking for a competent Customer Support Team Lead. You will be among the first people in our department and will play an essential role in building an inspiring and efficient team. We are eager to find experienced, independent professionals who can motivate the team, as well as build processes and procedures from scratch. It's an excellent opportunity for professionals who have already worked in this position and want to increase their scope and impact by taking higher-level tasks than what they would usually do in typical corporations

In IN1, we understand the value of technology and flexibility. We trust our employees to do their best, and that is why we have fully remote operations with our team spread across multiple countries. Forget about commute time and costs; you can contribute to our success from your home. Our company’s head office is in Warsaw, but you can work from your city without relocating.

www.in1.io

Responsibilities:

• Operational management (create an efficient way of tickets distribution, ensure SLAs and main support metrics are met).
• Performance management (ensuring a high level of individual performance of your team members).
• Project management (drive initiatives to improve processes, procedures, products).
• People management (be a coach and a leader for your team members to guarantee their happiness at work).
• Incident management (organize immediate response for any outages and other issues impacting customers).
• Act as an escalation point for your team members and take over communication with customers if needed.
• Ensure adherence to policies for attendance, established procedures, etc.
• Assist in the formulation of targets for individuals and teams.
• Conduct quality assessments of agents' work.
• Prepare regular results and performance reports.
• Oversee day-to-day operations.
• Hire and onboard new employees.

• Proven experience as a Customer Support Team Lead (at least one year).
• Deep knowledge of customer support operations is a must.
• Proven record of delivering successful projects to improve service metrics.
• Strong data analysis skills.
• Outstanding communication and negotiation abilities.
• A results-oriented approach.
• Excellent organizational and leadership skills.
• Independent, self-motivated, and highly flexible team player.
• Ability to work in rotating shifts to support your team (you may need to cover weekends or late evenings from time to time).
• Bachelor's degree or equivalent.
• Fluency in English.
• Fluency in Ukrainian.

• Remote work.
• A chance to join an ambitious FinTech startup at the earliest stage.
• Career opportunities inside the company. Grow much faster than in any corporation!