Service Delivery Manager

Support · remote, remote
Department Support
Employment Type Contractor
Minimum Experience Experienced

What you will be doing:

  • Overseeing day to day operations of service desk infrastructure (email, chat, reporting, escalation)
  • Managing your team of service desk agents.
  • Developing, Improving & Maintaining our client-facing documentation and FAQ.
  • Improving our internal processes for ticket creation, categorization, escalation, and closure.
  • Growing the service support team to cover client queries 24/7, 365.
  • Build up and manage your team of highly motivated professionals
  • Take over responsibility to handle email, live chat, and phone calls in a timely and comprehensive manner.
  • Organize user feedback into detailed reporting to present to stakeholders for the brand, product, and team development.
  • Measure your success based on company and/or departmental KPIs and provide reporting.
  • Be responsible for the documentation process, efficiency, and overall success of your team.
  • Arrange team members on duty and in shifts and make specific shift organisation.
  • Help employees grow and fulfil their maximum potential. Expand their knowledge in technology, crypto and service delivery.
  • Responsible for the daily shift management of the customer service team. Evaluate incoming tickets and responses of customer service specialists.


What we’re looking for:

  • Minimum of 5 years+ of relevant Team Lead experience in customer support or a similar user-facing role.
  • Motivated, organised, and structured hands-on people manager who can focus on both user and employee experience.
  • Continuously improve existing reporting based on user and/or management feedback.
  • Data-driven decision making based on relevant statistics
  • Proven experience supporting highly technical infrastructures or financial products.
  • Strong sense of responsibility. Passionate in customer service management.
  • An emotionally strong person with a resolve to maintain compliance, brand, and customer support standards.
  • Actively communicate and collaborate with other team members and departments.
  • An ability to work to some basic troubleshooting with the customer. A basic understanding of React or troubleshooting in a browser would be a bonus if you had it.
  • Ability to manage and create a team roster so that support can be covered from 7am –10pm UK time 7days a week


Core Requirements:

  • High technical and troubleshoot skills
  • Analytical Mind
  • Proven abilities in process and documentation creation and enforcement
  • Ability to use adequate tone, language, and concise written information to address client questions and tickets.

Desirable skillsets:

  • Strong Experience in Zendesk
  • Exposure to Trading, Investing, Fintech
  • Understanding of Crypto

Thank You

Your application was submitted successfully.

  • Location
    remote, remote
  • Department
  • Employment Type
  • Minimum Experience