Technical Support Leader

📋 Description

• Lead and develop the technical support team; set OKRs and training plans.
• Plan daily work, oversee progress, manage performance, resolve conflicts.
• Build a knowledge sharing culture and organize team training.
• Design and optimize the support process: intake, classification, feedback, closed-loop.
• Optimize support channels and reduce manual work with R&D collaboration.
• Lead handling of complex issues (system, payments, blockchain) and coordinate resources.

🎯 Requirements

• 5+ years in technical support; 2+ years in team management; fintech/payments preferred.
• Strong knowledge of support processes and tools (ticketing systems, remote assistance).
• Proficient in computer operations, networks, and blockchain basics; fast troubleshooting.
• Excellent leadership, communication, and cross-functional coordination.
• Fluent in English; able to communicate with international users/partners.
• Bachelor’s degree in CS/IT/engineering; ITIL/CompTIA certifications preferred.

🎁 Benefits

• Meaningful cross‑team collaborations to improve customer experience.
• Scalable growth with opportunities to advance as Coins expands outside APAC.
• A space for bright ideas; data-driven culture with real impact.