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 teams.
• Strong technical troubleshooting skills, including the ability to reproduce issues, interpret logs
• Working knowledge of wallet transactions, blockchain networks, fees, and security issues with sound
• Experience designing and implementing support operations and workflows.
• Hands-on experience operating and improving AI-powered customer support solutions in production.
• Practical understanding of AI support limitations and automation.

🎁 Benefits

• Fully remote position with flexible working hours.
• Opportunity to work with a global community with occasional onsite meetups.
• Be part of a diverse and inclusive culture in a remote-first environment.
• Competitive salary and benefits.
• Learning and career development opportunities.
• Exposure to high-growth technology and direct impact on user experience.