Bitcoin

Customer Support Team Leader

Bitcoin

contract

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Lead, coach, and mentor the Customer Support team.
  • Set clear performance expectations and conduct regular performance reviews.
  • Foster a culture of accountability, ownership, and continuous improvement.
  • Manage team scheduling, coverage, and workload distribution.
  • Ensure timely, accurate, and high-quality responses across all support channels.
  • Handle escalated customer issues and critical cases.
  • Continuously improve customer satisfaction (CSAT), response times, and resolution rates.
  • Identify process gaps and implement scalable solutions.
  • Collaborate with Product, Engineering, and Compliance teams to resolve systemic issues.
  • Develop and maintain internal knowledge bases.
  • Track and analyse KPIs such as CSAT, SLA adherence, first response time, and resolution time.
  • Prepare regular performance reports and actionable insights.
  • Use data to drive decision-making and operational improvements.
  • Onboard and train new hires.
  • Identify skill gaps and implement training programmes.
  • Promote continuous learning within the team.

Requirements

  • 3+ years of experience in customer support, preferably in fintech, crypto, or tech.
  • Strong leadership and people management skills.
  • Excellent written and verbal communication.
  • Data-driven mindset with strong analytical abilities.
  • Proactivity and interest in the use of AI in customer support.
  • Strong command of English, both written and verbal.
  • Nice to Have
  • Experience in crypto, blockchain, or fintech industries.
  • Familiarity with support platforms such as Zendesk, Intercom, or Freshdesk.
  • Experience building or maintaining internal knowledge bases.
  • Background in process automation or AI-driven support tooling.
Benefits
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisperformance managementprocess automationcustomer satisfaction (CSAT)service level agreement (SLA) adherencefirst response timeresolution timetraining program developmentknowledge base management
Soft Skills
leadershippeople managementcommunicationproactivityanalytical abilitiescoachingmentoringaccountabilityownershipcontinuous improvement