Customer Support Team Lead

at  Relai AG

Relai If you want to go fast, go alone. If you want to go far, go together!

WHO WE ARE

Relai is a Swiss-licensed, Bitcoin-focused financial service provider with over $500 million in trading volume. In 2024, Relai was named one of the fastest-growing startups in Europe by Sifted and listed among the top 100 Swiss startups.
Founded in 2020 in Zurich by Julian Liniger and Adem Bilican, our app is designed to be simple and intuitive, allowing anyone to buy and sell Bitcoin within minutes. Relai stands out in the crowded cryptocurrency market with its unique approach to self-custody. Unlike other platforms, Relai does not hold user funds; instead, it empowers users to control their financial futures with an easy-to-use, self-custodial wallet.
Who We’re Looking For

WE’RE LOOKING FOR EXCEPTIONAL TEAMMATES WHO ARE:

• Deeply passionate about Bitcoin and its potential to revolutionize the global financial system
• Self-starters who thrive in a fast-paced, innovative environment where initiative is valued
• Excited about being part of a mission-driven team working on meaningful problems
  We are looking for candidates that are excited to join the largest and fastest-growing Bitcoin startup in Europe. If you would like to be part of a revolution in finance and work with others who share your passion for Bitcoin, we’d love to hear from you!
  Tasks

Requirements

• Experience: Minimum of 5 years in customer support roles, including at least 2 years in a Team Lead capacity, ideally in a fintech or high-growth startup environment.
• Proficiency with Intercom: Hands-on experience with Intercom as a support tool, with a deep understanding of its features incl. Fin AI and various reporting tools to maximize team efficiency and user satisfaction.
• Customer-Centric & Analytical: Strong empathy for customers and a passion for delivering outstanding service, combined with a data-driven approach to identify trends, optimize workflows, and improve customer satisfaction.
• Drive to Improve User Experience: Eagerness to identify user pain points, offer insights, and collaborate on product improvements that enhance the overall user and support experience.
• Strong Communication Skills: Excellent written and verbal communication skills in English and German, capable of distilling complex issues into actionable insights.
• Affinity for AI & Automation: Interest in leveraging AI-driven tools such as Intercom’s Fin AI to systematize and improve support processes, enhancing internal work efficiency and user satisfaction.Bitcoin Knowledge & Passion: Affinity for Bitcoin and self-custody principles, with a keen interest in staying informed about latest trends and bringing Bitcoin to newcomers

• Team Leadership & Mentorship: Lead, mentor, and support a team of Customer Support Agents, fostering a collaborative, high-performance culture focused on customer satisfaction, continuous improvement, and scalability.
• Customer Support Excellence: Deliver fast, high-quality written support to ensure a seamless and positive customer experience across all our communication channels, mainly our customer support management system Intercom.
• Issue Escalation & Reporting: Monitor, document, and escalate technical or recurring issues to the Product/Tech Team, providing detailed reports and actionable insights for efficient incident and/or bug resolution.
• Feedback Collection & Product Improvement: Proactively gather and analyze user feedback to identify pain points, and collaborate with the Product/Tech Team to drive product enhancements and improve customer experience based on actual needs.
• AI-Driven Support Optimization: Leverage AI tools such as Intercom’s Fin AI and general automation practices to streamline workflows, reduce response times, and enhance the overall customer support experience while gaining internal efficiencies. Process Standardization & Improvement: Systematize support processes by using metrics to refine workflows, ensuring a consistent and scalable support experience as our user base and support volumes grow.

Requirements

• Experience: Minimum of 5 years in customer support roles, including at least 2 years in a Team Lead capacity, ideally in a fintech or high-growth startup environment.
• Proficiency with Intercom: Hands-on experience with Intercom as a support tool, with a deep understanding of its features incl. Fin AI and various reporting tools to maximize team efficiency and user satisfaction.
• Customer-Centric & Analytical: Strong empathy for customers and a passion for delivering outstanding service, combined with a data-driven approach to identify trends, optimize workflows, and improve customer satisfaction.
• Drive to Improve User Experience: Eagerness to identify user pain points, offer insights, and collaborate on product improvements that enhance the overall user and support experience.
• Strong Communication Skills: Excellent written and verbal communication skills in English and German, capable of distilling complex issues into actionable insights.
• Affinity for AI & Automation: Interest in leveraging AI-driven tools such as Intercom’s Fin AI to systematize and improve support processes, enhancing internal work efficiency and user satisfaction.Bitcoin Knowledge & Passion: Affinity for Bitcoin and self-custody principles, with a keen interest in staying informed about latest trends and bringing Bitcoin to newcomers.

Benefits

• Flexible Work: Work from home, anywhere in Europe.
• Ownership: Every Relai employee gets equity in the company via our VESOP.
• Work Devices: The latest MacBook and iPhone for your daily use.
• Bitcoin Benefits: 0% fee for Bitcoin purchases through Relai.
• Holiday: Paid regional holiday and flexible approach to PTO.
• Education: Participation in further education.
• Conferences: Opportunity to join industry events and bi-annual company retreats.
• Environment: Collaboration with some of the brightest minds in the Bitcoin space.Additional Perks: Subscriptions to Spotify, Netflix, Blinkist, and ChatGPT.

We look forward to hearing from you