Bilingual Customer Support Manager | Spanish-speaking

Company Overview

As a distinguished consulting firm, we offer comprehensive business solutions to entities operating in the simulated trading industry. Our areas of expertise encompass a broad spectrum of business functions, including strategy formulation, product development, financial management, operational efficiency, customer support, technological integration, and regulatory compliance, among others. Leveraging our extensive industry experience and robust network, we are committed to providing exceptional partnerships to our clientele, thereby facilitating their business success from inception to completion.

We seek to bring on a bilingual, Spanish-speaking Customer Support Manager who has experience leading and growing a 24/7 customer support department in a fast-paced, complex market environment for Rocket21, one of our Evaluation Firms. The Customer Support Manager will be responsible for operationalizing the department, building out systems and automation through live-chat support and chatbots, overseeing moderators of our 60k+ member discord community, developing robust reporting against KPIs across the department, streamlining communications for accuracy and effectiveness, evaluating and improving team performance, making recommendations to leadership, enhancing the client experience in all interactions, and handling all escalated issues that arise day-to-day.

This critical role will report to our Director of Customer Support, regularly interact with executive leaders, and collaborate across departments, such as our risk, marketing, and technology/development teams. This role is incredibly fast-paced and will require an existing (or a willingness to learn quickly) knowledge of the intricacies of forex trading and how prop firms operate.

*Candidate must have LiveChat Support Expereince. We are not looking for Call Center Expereince. 

Core Responsibilities

• Coach and develop Trader Success Analysts and Associates in all areas of performance, including metrics, communication protocols, and standard procedures
• Audit Intercom, Discord, and other customer interactions, observing performance, techniques and application of guidelines and procedures
• Assist the company in further operationalizing the Trader Success organization/team structure
• Evaluate quality, track results, and provide coaching for increased success to all team members
• Provide feedback to leadership on areas we need to improve and optimize existing processes to increase efficiency and customer satisfaction
• Build and implement performance reviews with the team on a monthly and quarterly basis
• Assist with the interviewing process for new Trader Success team members
• Continuously build out our Trainual documentation for Trader Success to keep policies, procedures and role responsibilities up to date
• Communicate department updates (policies, procedures, resources, issues, etc.) through recorded videos, team meetings, one-on-one sessions, and documentation
• Handle escalated customer issues and bring leadership in when necessary
• Build strong relationships with all team members of The Funded Trader and assist other departments (growth, product, etc.) in cross-company projects
• Ensure both our Intercom and Discord support tickets are handled quickly and effectively
• Full knowledge of all systems and how to handle even the most complex of customer support issues.

Candidate Qualifications & Skills

Qualifications

An ideal candidate for someone in this role will have 5+ years of prior experience leading a customer support team, is charismatic, and has a passion for creating extraordinary customer experiences. This candidate should be passionate, motivated, and confident in their abilities to continue building and leading a team of support managers and associates across the world who operate in three distinct shifts, two of which will be during the hours the Head of Trader Success is not working. This means you will need to be proficient at leading and communicating in an educational, supportive, and effective manner for all team members, regardless of what shift they are on and where they are located. 

If you do not have good communication skills or you struggle to lead teams, then you probably won’t thrive in this position. The biggest keys to success as the Head of Trader Success are your ability to build relationships with our clients and internal team and put to great use your exceptional problem-solving capabilities. 

Desired Skills

• Must be fluent in Spanish and English – Rocket21's clientele is largely Spanish-speaking; this is a non-negotiable
• Experience using support systems – Not only should you be quite familiar with using support systems like Intercom and/or Zendesk, but you should be capable of optimizing our leverage of these tools and ensuring we are getting the most out of them. Previous experience with the backend of WordPress sites (non-technical) would also be very helpful.
• People skills – The head of this department should not only be people-oriented but should also know how to motivate, lead, and develop our team while also being the exemplar for how we should treat and communicate with our clients. You’re likely to be dealing with challenging clients who are frustrated and even people who may try to hack or implement phishing schemes through our support infrastructure. You should also be empathetic to our team members in this department whose first language may not be English but who are committed to exceptional service.
• Mediation – A skilled head of this department will be able to de-escalate challenging situations with clients. We operate in a fascinating industry and are leaders in the space when it comes to offering 24/7 customer support. There are times when you will need to step in and mediate support tickets or live chat conversations or even escalate to one of our leaders.
• Master communicator – As stated above, you’ll be in constant communication with your Trader Success team and with clients we work with around the world. You should have strong writing skills to easily construct support communication templates. You should aim to simplify our communications and optimize them for effectiveness and clarity.
• Able to multi-task – We have a lot going on. We manage two independent support channels that serve different purposes. We have clients from all around the world. Our Trader Success team is distributed around the world in different time zones. You’ll need to be able to track multiple conversations with team members and clients so that you can provide them with the answers they need to keep the department running effectively and efficiently. But don’t worry – you’ll never be alone, and you’ll have the full support of our leadership team, who is able to step in any time when needed. Ongoing training and development will also be provided by leadership.
• 2-3 years of KPI and Metrics experience 

Rate & Benefits

Overview

Level: Associate

At Easton Tech, we offer a structured career progression with distinct levels, each representing increasing responsibility and expertise. Our levels are as follows: Analyst, Associate, Director, Vice President and Executive. 

Location: Remote, only US-based applicants 

Start Date: Immediately

Schedule: Our core salaried team is online 8 am - 5 pm EST with a 1-hour lunch break.

Compensation

The salary range for this position is $60,000 - $80,000. Additionally, US-based W2 employees are eligible for an annual discretionary bonus and benefits, including health care and PTO. Easton Consulting Technologies operates a pay-for-performance compensation philosophy, and your total compensation may vary based on role, location, department, and individual performance.

Paid Time Off

PTO: 15 Days - Accrued per pay period

Personal Days: 5 Days - Accrued per pay period

Sick Days: 8 Days - Accrued per pay period

10 Federal Holidays

• New Years Day
• Martin Luther King, Jr. Day
• President's Day
• Memorial Day
• Juneteenth
• Independence Day
• Labor Day
• Veterans Day
• Thanksgiving Day
• Christmas Day

*Birthday - a paid day off to celebrate your birthday!