Customer Support Manager
New
C
CoinmeFintech Cryptocurrency
Remote - Latin America, multiple time zonesFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- Data AnalysisCross-functional Team LeadershipOperations ManagementCRMZendesk
Requirements
- 3+ years managing customer support or success teams.
- Experience in fintech, crypto, or regulated industries.
- Proven experience driving proactive support initiatives and automation.
- Ability to navigate complexity and design scalable solutions.
- Experience managing distributed or remote teams across multiple time zones.
- Strong analytical instinct for reporting and data interpretation.
- Proven track record of coaching and developing team members.
- Familiarity with CRM platforms (Intercom preferred, Zendesk acceptable).
- Excellent written and verbal English communication.
- Experience working with US-based leadership.
Responsibilities
- Manage CSR and CSS agents (1:1s, coaching, performance reviews, hiring).
- Manage LATAM contractor workforce onboarding and performance.
- Design and refine escalation frameworks and workflow logic.
- Represent Support in Product and Engineering discussions to advocate for customer pain points.
- Coordinate with Compliance on BSA/AML-adjacent support workflows.
- Drive evolution from reactive ticket resolution to proactive support.
- Own the automation roadmap, proposing and implementing AI-driven and self-service solutions.
- Analyze contact driver data to build automated solutions that eliminate tickets at the source.
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