Customer Support Lead
New
T
Trust WalletCrypto/Web3
This is a global and fully remote role.Full-TimeLead
Salary not disclosed
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Job Details
- Required Skills
- SQLBlockchainCRM
Requirements
- Experience leading and managing customer support or customer service teams.
- Strong technical troubleshooting skills (ability to reproduce issues, interpret logs and API information).
- Ability to use blockchain explorers to provide evidence to engineering teams.
- Working knowledge of wallet transactions, networks, fees, and common security issues.
- Experience in designing or improving support operations, workflows, and service quality.
- Hands-on experience operating or improving AI-powered customer support in production.
- Practical understanding of AI support limitations, knowledge retrieval, and human handoff.
- Ability to think strategically while remaining hands-on in execution.
- Strong communication and stakeholder management skills.
- Experience in crypto, Web3, fintech, or technology-driven companies is a strong plus.
- Experience supporting consumer-facing digital products is preferred.
- Familiarity with support platforms, CRM systems, help centers, and chatbot tools is preferred.
Responsibilities
- Lead and manage Trust Wallet’s customer support team, including team performance, coaching, hiring, and development.
- Own day-to-day support operations across AI and human channels and ensure high-quality, timely resolution of user issues.
- Handle complex or escalated support cases, especially those involving technical product issues.
- Build scalable support processes, workflows, and knowledge management systems.
- Partner closely with product, engineering, and operations teams to resolve issues and surface user feedback.
- Define and track support performance metrics such as SLA, CSAT, and resolution time.
- Continuously improve AI support, automation, and self-service through conversation analysis.
- Define and maintain human escalation policies for high-risk cases.
- Partner with the AI Platform team on acceptance criteria, rollout readiness, and post-launch monitoring.
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