Customer Support Lead

📋 Description

• Lead and manage Trust Wallet’s customer support team, including team performance, coaching, hiring
• Own day-to-day support operations across AI and human channels and ensure high-quality, timely
• Handle complex or escalated support cases, especially those involving technical product issues
• Build scalable support processes, workflows, and knowledge management systems; own the review and
• Identify opportunities to improve user experience through better support operations and
• Partner closely with product, engineering, operations, and other internal teams to resolve issues

🎯 Requirements

• Experience leading and managing customer support or customer service teams
• Strong technical troubleshooting skills, including the ability to reproduce issues, interpret
• Working knowledge of wallet transactions, networks, fees, and common security issues, with sound
• Experience in designing or improving support operations, workflows, and service quality
• Hands-on experience operating or improving AI-powered customer support in production, with examples
• Practical understanding of AI support limitations, knowledge retrieval, conversation evaluation

🎁 Benefits

• Be a part of the world’s leading blockchain ecosystem that continues to grow
• Excellent learning and career development opportunities
• Work alongside diverse, world-class talent
• Tackle fast-paced, challenging, and unique projects
• Work fully remotely with flexible working hours
• Enjoy competitive salary and benefits