In-House Support Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish the Tier 3 team from the ground up by crafting its framework, setting the hiring standards, recruiting specialists and leaders, and fostering a coaching culture.

• Take ownership of the Escalations, Complaints, and DeFi support queues, which includes managing service levels, case-handling protocols, and workflows.

• Define and implement escalation procedures between Tier 1, Tier 2, and in-house specialists.

• Conduct weekly reviews of the queue, analyze metrics, report on CSAT and escalation trends, and make staffing decisions.

• Make decisions regarding policy exceptions and sensitive cases, and communicate recurring trends to inform policy through CX Strategy.

• Collaborate with Compliance, Premier, and Product teams on new challenges, policy gaps, and governance for production support.

• Deliver data-driven support insights to Product and Engineering to shape the roadmap.

⛳️ Requirements

• Over 6 years of experience in customer support operations, with direct accountability for team performance, staffing, and service levels.

• More than 3 years of experience leading managers or team leads, rather than just overseeing individual contributors.

• Proven track record in building or scaling an internal escalations or specialist support team, encompassing hiring, structuring, and coaching.

• Strong operational judgment on intricate, sensitive, or high-stakes cases, including discernment on when to apply policy and when to deviate from it.

• Metrics-focused approach to team management; capable of identifying key metrics, extracting data, and taking action based on findings.

• Experience in a regulated field such as fintech, brokerage, banking, or a comparable industry where compliance and customer risk converge.

• Comfortable collaborating with Compliance, Product, and Engineering as an equal partner.

• Experience in supporting crypto, DeFi, or trading products is a plus.

• Proven experience managing a high-value or VIP service tier is an advantage.

🏝️ Benefits

• Competitive salary and equity options.

• Unlimited paid time off (PTO).

• Comprehensive Health, Vision, and Dental insurance coverage.

• 401k matching program.

• Hardware setup includes a new MacBook Pro, large display, and accessories.