Quality Assurance Manager, Global Support
Bitcoin.com, Japan
Job Description
Bitcoin.com is the industry leader in providing tools and services to bring sound money to the entire world and is currently seeking a Quality Assurance Manager to join our expanding global team.
Working under the guidance of our Head of Global Support, this role requires the ability to work at a laser fast pace on resolving customer issues, while providing the best customer experience. You should have a pulse on one of the fastest industries in existence, providing our customers with the most engaging experience aligned with the Bitcoin.com brand.
The position will require the successful candidate to work inter-departmentally across Marketing, Product Management, Design, News, Finance, and Developer teams.
Responsibilities:
- Devise procedures to inspect and report quality issues
- Monitor all operations that affect the quality
- Appraise customers’ requirements and make sure they are satisfied
- Review current standards and policies
- Keep records of quality reports, statistical reviews and relevant documentation
- Report to Global Head of Support with regular issues
- Collaborate with support team as-needed
- Work with in-house Support technology
- Follow Support best practices and communicate with the team on new ideas
Requirements
Requirements:
- 3+ years in customer support, head/team lead of customer support team, QA manager, or related role
- The ability to do recurring tasks on a daily basis, even if they take up to 100% of the time (referring to tickets)
- Able to work to tight deadlines
- Communicates exceptionally well in both written and verbal English
- Experience working with CSAT ratings
- Reliable and Trustworthy
- Excellent numerical skills and understanding of data analysis/statistical methods
Nice To Have:
- Working in a blockchain, cryptocurrency, or digital assets environment
- A plus if was involved in quality assurance processes, built/improved QA framework
- Has worked with the Intercom, Helpshift
- Basic understanding of cryptocurrency terminology (TX, BTC, etc.)
- Knowledge of additional languages
Benefits
We are serious about what we do, but more importantly, we have a lot of fun doing it. Our modern work culture is on the cutting-edge of technology, marketing, operations, and FinTech. To match the nature of the decentralized currency revolution, we too have designed our workplace to be a globally distributed force, and have created work experiences based on transparency, productivity, trust, and passion.
- Paid in cryptocurrency
- Gym/Wellness program
- Health Insurance Reimbursements