Helpdesk Team Lead (Cryptofinance)

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Team Leader

It started with one ridiculously good idea - Create a different breed of BPO! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion; exploring new technologies, being ready to handle any challenge in a moment’s notice, mastering consistency in an ever-changing world – that’s what it takes to get there. If that's something you want to be a part of, apply today for the Team Leader role to support Us in Serbia! 

What does a Team Leader really do? 

As the Team Lead for MetaMask Support team, you will be pivotal in ensuring our users receive world-class technical assistance and support. This role requires a unique blend of technical expertise, leadership acumen, and a good understanding of blockchain technology. You will lead a team of skilled support agents, guiding them in providing timely and effective solutions to user inquiries, ultimately enhancing the user experience and driving user satisfaction.

Responsibilities will include:

• Lead and mentor a team of Helpdesk Support Consultants, providing guidance, feedback, and fostering a collaborative and productive work environment.

• Allocate tasks efficiently, set performance goals, and track team performance metrics.

• Conduct regular performance evaluations and provide ongoing coaching and training to ensure continuous improvement.

• Possess a strong understanding of blockchain technology, cryptocurrencies, and the functionalities of the MetaMask wallet.

• Provide advanced technical assistance to team members  in resolving complex issues and inquiries.

• Monitor and maintain high levels of user satisfaction by ensuring quick response times and effective problem resolution.

• Act as a point of escalation for particularly complex or high-priority user issues, working closely with Technical Support and development teams to find timely resolutions.

• Analyze support workflows and processes to identify areas for improvement, implementing best practices to streamline operations and increase efficiency.

Requirements:

• Bachelor's degree in a relevant field (Computer Science, Information Technology, etc.) or equivalent work experience.

• Prior experience in a technical support role.

• Fluent in English.

• Demonstrated leadership experience, with a proven track record of managing and developing high-performing teams.

• Strong problem-solving skills and the ability to communicate complex technical concepts to non-technical users.

• Proficiency in using helpdesk software and tools for ticketing, tracking, and reporting.

• Availability to support the team Thu - Mon from 8 AM - 4 PM (additional compensation provided for Sunday shifts).

Nice to have:

• Familiarity with Ethereum, blockchain protocols, and decentralized applications 

• Project Management knowledge

• Continuous Learning and Adaptability: a willingness to stay updated on emerging technologies, industry trends, and best practices, coupled with the ability to adapt to a rapidly evolving environment, is invaluable in a dynamic field like blockchain and cryptocurrency.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.