About this role
What You'll Do
- Own Day-to-Day Support Operations: Lead-style management of our external support team, including coaching, shift coverage, and triaging what gets escalated upward.
- Run First-Pass Escalation Triage: Take the first pass on issues currently going to engineering. Resolve what's covered by existing process, and escalate only what's genuinely necessary.
- Build the Support Foundation, Then Own QA: Partner with the Head of Customer Success to strengthen our support tooling and processes. Once that foundation is in place, quality assurance becomes your full-time focus, making sure standards are applied consistently across every interaction.
- Support Enterprise Reporting: Help prepare and spot-check the reporting we share with clients, and keep our internal and external documentation current.
- Manage Our External Support Partner: Track performance against agreed standards, and hold our team to a high bar as we refine their scope.
- Cover the Queue When Leadership Is Heads-Down: Monitor tickets and escalations while the Head of Customer Success is in client meetings or otherwise unavailable.
Required Skills and Qualifications
- 5–7 years of experience in customer support, support operations, or CX, ideally in fintech, payments, or crypto.
- Experience managing an outsourced or offshore support team, including performance reviews and quality oversight.
- Hands-on experience with modern support tooling, including building workflows and reporting.
- Comfort making fast, judgment-based decisions inside clearly defined guardrails, and knowing when to escalate rather than decide.
- Strong written communication; you'll be setting the tone for how we sound to end users and partners.
Nice to Have
- Familiarity with crypto or blockchain-based products, even as a user.
- Experience building a support operation from an early or informal state into something more structured.
- Exposure to compliance-adjacent support workflows (KYC, transaction disputes, fraud review).