CoinsPaid offers ready-to-use crypto payment solutions tailored to business’ every need. Standing at the forefront of mass adoption, our products help businesses gear up for the new era of digital assets. We showed a tremendous growth in terms of transactions and volumes since 2019 and in 2023 were marked by Forbes as the "Best Crypto Payment Gateway for High-Volume Transactions".

Headquartered in Estonia and having 3 international hubs, we are still a remote-first company with employees working from 30+ countries around the world. At CoinsPaid, we are passionate about crypto, fintech and are putting great effort into building a team that will get the world ready for every-day crypto use. If these feel close to you - give us a shout!

Requirements:

Experience in organizing and establishing workflows and processes within the scope of 2nd Line Support/Technical Account Managers teams in Fintech domain (either crypto or fiat)
Experience of interaction with different sorts of payment forms and understanding the concept of Best Practises for a payment form implementation
Develop and implement the concept of client technical success
Excellent managerial skills
Solid analytical and problem-solving skills
Strong written and oral communication skills in English (B2 or higher) and Russian
Ability to get your message across and convince without pressure
Open-mindedness and openness to feedback
Focus on delivering results
Strong conflict resolution skills
Self-starter, able to work independently and collaboratively
Organizational skills, reporting skills, and attention to detail

Preferred:

Extensive UX/UI experience (especially in terms of payment forms implementation)
Hands-on experience in IT/Gambling/Crypto business
Familiarity with software development processes and methodologies
Experience with tools for API testing (e.g. Postman)
Experience in utilizing CRM systems (e.g. Salesforce, Bitrix24) for day-to-day work tasks
Familiarity with Atlassian products (Jira, Confluence)
Experience with tools for working with logs (e.g. Kibana)
Previous experience as Support or Data Analyst besides the required managerial experience
Negotiation skills
Knowledge of the crypto space and/or genuine interest in the subject

Responsibilities:

Line manage and coach a team of 2nd Line Integration&Support managers delivering monthly 1-1’s, yearly performance reviews, and individual development plans to ensure the success of the team
Develop and partake in processes that aimed to optimise operational activities and decrease costs within the department
Develop and implement the concept of client technical success
Increase and maintain high conversion rate for merchants in scope of integration and payment form implementation
Partake in staff recruitment selection and interviews
Maintain team competency and sufficient knowledge level
Monitor team performance levels on a continual basis and produce weekly reports on team performance and objectives tracking
Perform proactive recurrent integration reviews and analysis of top client's payment forms, share the feedback with the clients, create the internal set of Best Practises for such reviews and keep them up-to-date
Develop and maintain efficient escalating mechanisms for 1st Line tickets solving
Plan, supervise and conduct training sessions on topical operational matters for clients
Create and share detailed guidelines on comprehensive technical/product functionality for 1st Line
Explain advanced crypto terminology and nontrivial product features in a clear and comprehensible manner to clients and colleagues
Being ready to perform demonstrations of the product functionality and provide full information of its available features to the clients
Provide assistance with client's uncommon API integration process and cover all related questions on the matter. Track, observe and assist with integration process of new Platforms and VIP clients

Would be a plus:

Basic understanding of SQL (KQL, JQL)
Proficiency in Spanish (B2 or higher) will be a plus

Why should you choose CoinsPaid?

To become a part of this solid team, passionate about their jobs and the crypto industry as a whole. To feel a great team spirit and meet people supporting each other's growth and development. To become a part of a rapidly developing international company and a crypto payments leader. Only in 2023 CoinsPaid was awarded 8 times:

- Forbes - “Best Crypto Payment Gateway for High-Volume Transactions”;

- The Global Brands Magazine - "Leading Cryptocurrency Payment Solutions - Estonia";

- Baltic TECH Awards - “Blockchain: Company of the Year”;

- Global Payment Innovation Awards - “Best Blockchain Payment Initiative“;

- EGR B2B Awards - “Cryptocurrency Services Supplier 2023 ”;

- EiGE Awards - “Best Payment Provider in 2023”;

- MiGEA Excellence Awards - “Best Crypto Payment Provider”;

- SiGMA Balkans - “Crypto Payment Solution of the Year”.

Solid facts about CoinsPaid:

- Private and profitable company, registered and licensed in Estonia;

- Secure business, with regular financial and regulatory audits;

- Over 9 years of experience in the blockchain development;

- Over €700M processed in crypto monthly;

- Over 1M transactions processed monthly;

- Over 800 merchants accounts serviced;

- Over 220 team members across 30+ countries.

By joining CoinsPaid now, you’ll participate in building the world's best crypto payment ecosystem, conquering new markets, and popularising cryptocurrencies.

Sounds good? Well then, we can’t wait to see your resume!

2nd line Integration & Support Team Lead