Customer Support Lead

📋 Description

• Lead, coach, develop, and grow the customer support team, including performance management, hiring
• Oversee day-to-day support operations across AI and human channels, ensuring timely, accurate, and
• Manage complex and escalated cases, particularly those involving technical product issues.
• Build scalable support processes, workflows, escalation policies, and knowledge management systems.
• Maintain accurate and consistent support guidance across AI and human channels.
• Track key performance indicators including SLA, CSAT, resolution time, backlog, verified

🎯 Requirements

• Proven experience leading and managing customer support or customer service teams
• Strong technical troubleshooting skills: ability to reproduce issues, interpret logs and APIs, use
• Working knowledge of wallet transactions, blockchain networks, fees, and common security issues
• Contextualise experience in designing, implementing, and improving support operations, workflows
• Hands-on experience operating or improving AI-powered customer support solutions in production with
• Understanding of AI support limitations, knowledge retrieval, conversation evaluation, automation

🎁 Benefits

• Fully remote work with flexible hours
• Opportunity to work in a global organization with diverse international teams
• Flat organisational structure and collaborative working environment
• Competitive salary & benefits
• Strong learning and career development opportunities
• Exposure to fast-paced, challenging, and technology-driven projects