Customer Support Team Lead

Posted about 1 month agoViewed

CanadaFull-TimeCrypto Finance

Company:Cryptio

Location:Canada

Languages:English

Seniority level:Lead

Skills:

LeadershipProject ManagementPeople ManagementProject CoordinationCross-functional Team LeadershipOperations ManagementMicrosoft ExcelDocumentationCommunication SkillsProblem SolvingMentoringAttention to detailOrganizational skillsComplianceTeam managementSaaSCoachingInterpersonal skillsProcess improvementCustomer support

Requirements:

Experience leading or coaching customer support teams in SaaS, fintech, or operations Strong organizational skills, attention to detail, and operational mindset Clear and empathetic communication Proactive, structured, and decision-making ability Enjoy developing people and fostering team culture Familiarity with support workflows, SLAs, and ticketing best practices Comfortable using support and operations tools (Plain, Linear, Notion, Slack, Excel)

Responsibilities:

Lead daily operations of the L1 Support team Manage scheduling, prioritization, and workflow Conduct 1:1s and performance reviews Set goals and support team member growth Hire and onboard new team members Monitor ticket queues and ensure SLA compliance Identify and recommend operational improvements Ensure high quality customer interactions Surface recurring customer issues and share insights