Customer Support Lead

Role overview A Customer Support Lead is needed to manage and scale a customer support organization for a consumer-facing crypto wallet serving a large global user base. The role combines people leadership, technical troubleshooting, and hands-on work improving AI-powered support alongside human channels, with end-to-end ownership of service standards, knowledge management, and operational outcomes.

Responsibilities - Lead and develop the customer support team, including performance management, coaching, hiring, and growth - Own day-to-day support operations across AI and human channels, ensuring high-quality, timely resolution of user issues - Handle complex and escalated cases, especially those involving technical product issues - Build scalable support processes, workflows, and knowledge management systems, keeping guidance accurate and consistent across AI and human support - Define and track performance metrics including SLA, CSAT, resolution time, backlog, verified resolution, repeat contacts, escalation quality, and cost per resolved issue - Monitor AI responses for correctness and safety, and continuously improve AI support, automation, agent assist, and self-service through review of conversations and unresolved cases - Define and maintain human escalation policies for high-risk cases, repeated failures, and explicit human requests, and train the team to manage handoffs - Partner with the AI Platform team on acceptance criteria, rollout readiness, and post-launch monitoring - Collaborate with product, engineering, and operations to resolve issues and surface user feedback - Help shape the long-term strategy for a modern, scalable, tech-enabled customer support organization

Requirements - Experience leading and managing customer support or customer service teams - Strong technical troubleshooting skills, including the ability to reproduce issues, interpret logs and API information, use blockchain explorers, and deliver actionable evidence to engineering - Working knowledge of wallet transactions, networks, fees, and common security issues, with sound judgment around sensitive information and escalation - Experience designing or improving support operations, workflows, and service quality - Hands-on experience operating or improving AI-powered customer support in production, with concrete examples and measurable outcomes - Practical understanding of AI support limitations, knowledge retrieval, conversation evaluation, and human handoff - Strong communication, stakeholder management, and problem-solving skills - Comfort working in a fast-paced, cross-functional environment

Nice to have - Experience supporting consumer-facing digital products - Familiarity with support platforms, CRM systems, help centers, chatbot tools, and AI support tooling - Understanding of wallets, blockchain, crypto, or Web3 user issues - Experience building or scaling support teams in a global environment - Experience with support analytics, SQL, low-code automation, or lightweight scripting

Benefits and work setup - Fully remote, global role with flexible working hours - Competitive salary and benefits - International, flat-structured organization with diverse teams - Learning and career development opportunities - Fast-paced, challenging project work in a leading blockchain ecosystem