Job Description

We are seeking a Customer Support Manager to lead our global support team and ensure exceptional service for all customers. The ideal candidate is highly organized, empathetic, data-driven, and capable of scaling operations to meet growing business needs.

Responsibilities

• Lead, mentor, and develop a distributed team of customer support agents.

• Create and optimize support processes to enhance efficiency and customer satisfaction.

• Track and analyze key support metrics (CSAT, response times, ticket volume, etc.).

• Collaborate cross-functionally with Product, Engineering, and Marketing teams to surface customer insights.

• Manage the support knowledge base and ensure continuous improvement.

• Oversee support tools and systems, ensuring smooth operations.

• Implement automation and AI-driven solutions to improve response quality and reduce manual work.

Requirements

• 4+ years in customer support, including 2+ years in a management or lead role.

• Strong leadership and communication skills.

• Proven experience in scaling support teams across multiple time zones.

• Data-driven mindset with experience using analytics tools (Zendesk, Intercom, Salesforce, etc.).

• Passion for customer experience and problem-solving.

• Excellent written and verbal English skills.

Nice to Have

• Experience in fintech, crypto, or SaaS industries.

• Familiarity with support automation and AI chatbots.

• Multilingual proficiency.

Compensation & Benefits

• Competitive salary and performance-based bonuses.

• Fully remote role with flexible working hours.

• Learning and development budget.

• Opportunities to shape the customer experience for a fast-growing company.

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