Customer Service Team Leader

1 week ago

Sydney, New South Wales, Australia Etoro Full time

**About eToro**

eToro was founded in 2007 with the vision of opening up the global markets so that everyone can trade and invest in a simple and transparent way. The eToro platform enables people to invest in the assets they want, from stocks and commodities to crypto assets. We are a global community of more than 18 million registered users who share their investment strategies; and anyone can follow the approaches of those who have been the most successful. Due to the simplicity of the platform users can easily buy, hold and sell assets, monitor their portfolio in real time, and transact whenever they want.

Our Customer Service Team based in Sydney is an incredibly dynamic and diverse team of brilliant minds. They are passionate about creating the best experiences for all our clients

**What will you be doing?**
- Lead a team of Customer Service Representatives, providing coaching, mentoring, and professional guidance.
- Deliver detailed statistical feedback on team members' performance to management for evaluation and recognition purposes.
- Observe team members' performance to identify strengths and weaknesses and take necessary steps to address areas of improvement.
- Manage daily operations of team members, including scheduling, task allocation, and workload division.
- Support training and onboarding of new team members.
- Handle technical disputes, escalations, and official complaints, providing timely and market-specific responses.
- Contribute to the development of customer service tools and assist with their ongoing improvement.
- Collaborate with other departments on a regular basis to ensure smooth coordination and effective communication.
- Provide assistance to the marketing and product departments as needed.
- Act as a central point of knowledge and serve as a resource for the Customer Service Representatives, including frequently asked questions and common inquiries.
- Utilize data sets and reports to address daily issues, complaints, and workload management.

**Requirements**:

- You have at least 2 years experience leading a team of representatives in sales, customer success, or support
- You understand the world of service (Procedures, protocols etc.) and you are passionate about customer experience - the ability to provide 'WOW service"
- You possess excellent interpersonal and communication skills
- You have great analytical skills, you are methodical, organized and able to interpret data
- You are able to multitask, handle urgent issues and disputes
- You are results oriented with strong prioritization skills
- You are interested in working in Fintech and trading services
- You are proficient in written and spoken English

**Office Perks**
- Brand new funky office environment in CBD
- Free snacks and drinks
- Ping Pong and Nintendo Switch
- Wellness room

**Benefits**
- Hybrid working model
- Full at home office set up
- Monthly events
- Additional wellness / recharge days

Sub Department:
CS

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