Customer Support Manager

Job Description

What you will own

Team leadership

• Lead, mentor and manage the day-to-day performance of the support team across chat and voice, including shift planning and roster management for 24×7 coverage.
• Hire, train and onboard new executives; build a bench of team leads and senior agents so the floor never depends on one person.
• Set clear KPIs, run weekly one-on-ones and coaching sessions, and manage performance up or out, fairly and on time.
• Build a culture of ownership, empathy and accountability.

Chat, voice and ticketing operations

• Own the ticketing and voice systems (Freshdesk and call/IVR tooling) end to end.
• Define and hold SLAs for first-response time, resolution time and CSAT across every channel.
• Handle escalations and sensitive cases, account freezes, failed withdrawals, suspected fraud, compliance holds, with sound judgement and urgency, and train the team to do the same.
• Ensure round-the-clock coverage, with a plan for market-crash surges.

Crypto-exchange support

• Keep the team fluent in deposits and withdrawals, wallet issues, spot and futures trading, fees, KYC and account security.
• Turn recurring tickets into root-cause reports for Product, Tech and Compliance, and follow them through to a fix.
• Stay current on listings, features and market events so the team is never caught unprepared.

Process, quality and reporting

• Build and keep refining SOPs, macros, escalation matrices and the knowledge base.
• Run regular quality audits of chats and calls for tone, accuracy and compliance.
• Report CSAT, NPS, AHT, FRT, backlog and resolution rate to leadership weekly, with root-cause analysis on every drop and a plan with owners and dates.
• Manage support tooling costs and vendor relationships (BPO partners, if any).

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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