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, including the ability to reproduce issues, interpret logs
• Working knowledge of wallet transactions, blockchain networks, fees, and common security issues
• Experience designing, implementing, or improving support operations, workflows, and service quality.
• Hands-on experience operating or improving AI-powered customer support solutions in production
• Practical understanding of AI support limitations, knowledge retrieval, and conversation evaluation.

🎁 Benefits

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