Customer Support Lead

Accountabilities:

You will be responsible for leading the support organization, maintaining operational excellence, and continuously improving the experience delivered through both human and AI-powered channels.

• Lead, coach, develop, and grow the customer support team, including performance management, hiring, and training.


• Oversee day-to-day support operations across AI and human channels, ensuring timely, accurate, and high-quality issue resolution.


• 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 resolution, repeat contacts, escalation quality, and cost per resolved issue.


• Monitor AI-generated responses for quality, accuracy, safety, and recurring failure patterns.


• Continuously improve AI support, automation, agent assistance, and self-service by reviewing conversations and unresolved cases.


• Translate support findings into knowledge updates, workflow improvements, evaluation scenarios, and prioritized product or engineering requirements.


• Define human escalation policies for high-risk situations, repeated AI failures, and explicit requests for human assistance.


• Partner with Product, Engineering, Operations, and AI teams to resolve issues and communicate customer feedback.


• Collaborate on AI support acceptance criteria, rollout readiness, and post-launch monitoring.


• Help define the long-term strategy for a scalable, technology-enabled global customer support organization.

Requirements

The ideal candidate combines strong customer support leadership with technical troubleshooting capabilities, operational expertise, and hands-on experience with AI-powered support environments.

• Proven 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 provide actionable evidence to engineering teams.


• Working knowledge of wallet transactions, blockchain networks, fees, and common security issues, with sound judgment when handling sensitive information or determining when escalation is required.


• Experience designing, implementing, or improving support operations, workflows, and service quality.


• Hands-on experience operating or improving AI-powered customer support solutions in production, with measurable examples of impact.


• Practical understanding of AI support limitations, knowledge retrieval, conversation evaluation, automation, and human handoffs.


• Ability to identify support failures and translate them into concrete operational, knowledge, product, or engineering improvements.


• Strategic mindset combined with a hands-on approach to execution.


• Excellent communication, stakeholder management, analytical, and problem-solving skills.


• Comfortable working in a fast-paced, highly collaborative, global environment.


• Experience with consumer-facing digital products is preferred.


• Familiarity with support platforms, CRM systems, help centers, chatbot solutions, and AI support tools is a plus.


• Experience with support analytics, SQL, low-code automation, or lightweight scripting is advantageous.


• Experience in crypto, Web3, fintech, or technology-driven companies is strongly preferred.


• Experience building or scaling support teams in a global environment is a plus.


• Must have the right to work in the country where you are based.

• Fully remote position with flexible working hours.


• Opportunity to work in a global organization with 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.


• Opportunity to contribute to the development of AI-enabled customer support and modern support operations.

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