Customer Support Lead

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Lead and oversee the customer support team at Trust Wallet, focusing on performance management, coaching, hiring, and development.

• Take ownership of daily support operations across both AI and human channels.

• Ensure the timely and high-quality resolution of user issues.

• Address complex or escalated support cases, particularly those involving technical product challenges.

• Develop scalable support processes, workflows, and systems for knowledge management.

• Maintain up-to-date, accurate, and consistent support guidance across AI and human support.

• Identify areas for enhancing user experience through support operations and collaboration across teams.

• Collaborate with product, engineering, operations, and other internal teams to resolve issues and gather user feedback.

• Establish and monitor support performance metrics, including SLA, CSAT, resolution time, backlog, verified resolution, repeat contacts, escalation quality, and cost per resolved issue.

• Keep track of incorrect or unsafe AI responses.

• Enhance AI support, automation, agent assistance, and self-service through reviews of conversations and unresolved cases.

• Transform insights into updates for knowledge, workflow adjustments, evaluation cases, and prioritized product or engineering needs.

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

• Plan staffing and train the team to manage transitions effectively.

• Collaborate with the AI Platform team regarding acceptance criteria, rollout readiness, and monitoring post-launch.

• Contribute to shaping the long-term strategy for a scalable, technology-driven customer support organization.

⛳️ Requirements

• Proven experience in leading and managing customer support or customer service teams.

• Strong technical troubleshooting abilities, such as reproducing issues, interpreting logs and API data, utilizing blockchain explorers, and providing actionable insights to engineering teams.

• Working knowledge of wallet transactions, networks, fees, and common security concerns.

• Good judgment in handling sensitive information and situations that require escalation.

• Experience in designing or enhancing support operations, workflows, and service quality.

• Practical experience in operating or improving AI-powered customer support in a live environment, with clear examples of contributions and measurable outcomes.

• A solid understanding of AI support limitations, knowledge retrieval, conversation assessment, and human handoff processes.

• Ability to think strategically while also being hands-on in execution.

• Strong communication, stakeholder management, and problem-solving abilities.

• Comfortable working in a fast-paced, cross-functional setting.

• Experience in crypto, Web3, fintech, or technology-driven sectors is a significant advantage.

• Experience in supporting consumer-facing digital products.

• Familiarity with support platforms, CRM systems, help centers, chatbot tools, and AI support technologies.

• Understanding of wallets, blockchain, crypto, or Web3 user challenges.

• Experience in building or scaling support teams in a global context.

• Knowledge of support analytics, SQL, low-code automation, or lightweight scripting.

• Must possess the right to work in the country of employment.

• The company is unable to provide visa sponsorship.

🏝️ Benefits

• Excellent opportunities for learning and career development.

• Flexible working hours.

• Competitive salary and benefits package.

• Fully remote work environment.

• Collaborate with diverse, world-class talent.

• Engage in fast-paced, challenging, and unique projects.

• Work within international teams and a flat organizational structure.