Customer Support Manager

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.