Customer Experience Team Lead

eToro is the leading global investment platform that makes online trading and investing accessible to everyone. More than 11 million registered users are already using eToro’s platform to participate in markets old and new, including traditional stocks and commodities to cutting-edge cryptoassets. eToro is a regulated and secure platform, operating in full transparency with its clients’ interests in mind.

As one of our first fully dedicated US Customer Experience Lead, you will be responsible for assisting the Customer Experience Analysts in learning and shaping our customer support program to provide a delightful experience to our platform users. You will work with the team manager to localize and deliver support to U.S. customer support analysts. The ideal candidate will be outgoing, confident, independent, and have prior management experience. This role reports to the US Customer Experience Manager.

What you’ll be doing:

• Provide world-class service to our US client base via chat, phone, and email.
• Provide insight and feedback on issues, trends, and bugs to Manager and product team.
• In-depth understanding of multiple workflows, policies, and tools.
• Assist Manager in documenting updates and changes to new and existing processes, training decks, and flowcharts.
• Support the team with questions and issues that arise.
• Coaching support with the team on a weekly basis
• Manage scheduling of incoming case workload and staffing requirements
• Assist new hires in their onboarding and training in their first few weeks

Requirements:

• Series 7 and 63 Required
• Series 24 and 4 (Within 180-days of hire)
• Working knowledge of options trading
• Strong service orientation.
• Intellectual curiosity for the cryptocurrency and blockchain space.
• Team player, positive attitude.
• Exposure to different channels of support, including voice, email, social, and/or chat.
• Minimum of 2-4 years of relevant experience, preferably in financial services, technology, and/or customer support management.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization.
• Experience with payments, fraud, account access, trust, and safety or other relevant operational domains a plus.
• Authorized to work in the United States.