Team Lead Package
Empower your internal team with our expert-led implementation for superior results.
Why Choose Us?
ACX Insights
Leverage our ACX insights to gain a competitive edge. Our experts analyze customer interactions and feedback to provide actionable insights that drive continuous improvement and customer satisfaction.
Retain Your Internal Team
Our Team Lead package ensures that your existing team remains intact while benefiting from expert guidance and support. We work alongside your team, enhancing their skills and performance without the need for disruptive changes.
Build a Robust Internal Knowledge Base
Leverage our 3+ years of experience in serving major clients to create a comprehensive internal knowledge base. Our experts will help document best practices, processes, and strategies, ensuring your team has access to valuable insights and resources.
Enjoy a Hassle-Free Reporting Line
Simplify your management processes with our streamlined reporting structure. Our Team Leads provide clear, concise, and actionable reports, making it easier for you to track progress and make informed decisions.
Enhance Team Leadership
Our seasoned Team Leads bring proven leadership skills to your organization. They will mentor and guide your team, fostering a culture of excellence and continuous improvement. With our leadership, your team will be empowered to achieve their full potential.
Our Company Values
Strong Relationships
Foster meaningful connections and loyalty among community members.
Expert Moderation
Ensure a positive and welcoming environment with professional moderation and conflict resolution.
Insightful Analytics
Gain valuable insights into community behavior and trends to inform decision-making.
24/7 Support
Provide continuous support and responsiveness to your community members around the clock.
Scalable Solutions
Tailor our community management services to meet the needs of growing and evolving communities.
Reputation Management
Protect and enhance your brand's reputation through effective community management strategies.
Key Features
Supervision And Team Management
Day-to-day operations overseeing, including task assignment and performance monitoring
Creation Of Comprehensive Knowledge Base
Develop & maintain self-help resources including FAQ, troubleshooting guides
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Coaching And Development (Feedback Session)
Ongoing coaching and development of existing and new team members
Escalation Handling
First point of contact for escalated customer issues that cannot be resolved by front-line support
Reporting And Analytics
Key performance metrics tracking, such as response times, resolution rates, and customer satisfaction scores
Process Improvement
Identifying inefficiencies in existing processes and implementing improvements to streamline workflows and improve the overall efficiency of the customer support team
Cross-Functional Collaboration (Feedback Loop)
Close collaboration with other departments to ensure a seamless customer experience
Team Leadership
Providing leadership and motivation to the team, setting clear goals and expectations, and creating a supportive work environment.
Launch Navigation
Material Share
Conduct a mini-interview with the client to gain a deeper understanding of their product. This step helps us grasp the nuances, features, and unique aspects of what they offer.
Understanding the Timeline
Gather information about the client’s project timeline. Knowing their deadlines and milestones allows us to allocate resources effectively.
Platform Assessment
Determine which platforms the client supports. Whether it’s web, discord, or other channels, understanding their ecosystem is crucial.
Hiring & Training
Recruit and onboard skilled customer service representatives. Training should cover product knowledge, communication skills, and CS best practices.
Expert Review & Question Generation
Our team conducts an expert review of the client’s product. We compile a comprehensive list of questions to ensure we cover 100% of the product knowledge before launching the experimental phase.
Experimental Phase
Engage in an experimental phase where we actively respond to client tickets and live chat inquiries. This helps us fine-tune our approach.
Data Collection & Reporting
Collect data on frequently asked questions, common problems, and customer feedback. Regular reporting ensures we stay informed.
Operation & Escalation Process Sheet
Create a detailed process sheet outlining how to handle different scenarios. Define what escalations are necessary and which issues fall under Tier 1 or Tier 2 responsibilities.
100% Of Our Staff Are Crypto Trained
Every single staff member goes through a 4 week intensive and practical crypto training. We even give them crypto to trade and they have regular written examinations in addition to daily presentations.
Week 1
Crypto Fundamentals
Introduction to Bitcoin and blockchain
History of Money
Creation of Bitcoin and early cryptocurrencies
Launch of Ethereum and new crypto assets
Bitcoin mining and proof of work vs proof of stake (Each employee receives crypto which they need to trade, transfer, stake ,etc.)
Week 2
Practical Crypto
Crypto derivatives including perpetual swaps
Crypto lending, borrowing, yield products
Stable coins and CBDC
DeFi and NFTs
Crypto ecosystem inc. exchanges, custodians, wallets , Polygon/Layer 2 (Each employee undergoes written examinations (available to client to inspect upon request
Week 3
CS Training
Customer support etiquette and client centered approach
"Ritz Carlton" experience and the ACX standards
Client support ticket presentation and tonality
Customer support test ticket responses and review
Week 4
Client Specific
Bespoke for each client but can include:
Presentations from client management to share culture and expectations
Specific system training
Ultimate Security measures
Trusted By
Frequently Asked Questions
Clients communicate with our team through various channels, including email, phone calls, video conferences, and project management or CRM platforms like Asana or Slack. We ensure consistent communication and updates throughout the project lifecycle to keep clients informed about progress, milestones, and any potential issues.
Our team members possess diverse qualifications and extensive experience in their respective fields. We have professionals with backgrounds in customer service, crypto, technical support, sales, and various other domains.
We track client retention rates, customer satisfaction trends, and ongoing engagement post-project completion. This enables us to measure the lasting impact and continuous value our services provide
Protecting client information is a top priority for us. We employ industry-standard security measures such as encryption, firewalls, and access controls to safeguard sensitive data. Additionally, all team members are required to sign non-disclosure agreements (NDAs) to maintain confidentiality.
To ensure the quality of work delivered, we have robust (QA) quality assurance processes in place. This includes regular performance evaluations, peer reviews, and adherence to industry best practices. Additionally, we encourage client feedback at every stage of the project and use it to continuously improve our services.