About Us:

We’re a rapidly growing crypto platform offering. We’re passionate about creating a seamless journey for our users, and we believe outstanding customer support is essential to achieving that. That’s where you come in.

Job Overview:

We’re looking for an experienced Customer Support Manager with a strong background in the crypto / igaming space to lead our global support team. In this role, you’ll be responsible for hiring, training, and managing a remote team of customer support agents across all time zones. You’ll oversee day-to-day operations, ensure an exceptional support experience, and optimize workflows using Intercom

What You’ll Do:

Team Building & Management

Recruit, interview, and hire customer support agents worldwide to provide 24/7 user coverage.

Build and scale a high-performing team capable of handling a fast-paced crypto platform.

Set team goals, provide regular coaching and feedback, and ensure KPIs are consistently met.

Training & Onboarding

Develop comprehensive onboarding and training programs tailored to the unique aspects of crypto support (wallets, transactions etc)

Keep the team informed on product changes and how to solve problems

Day-to-Day Support Operations

Oversee all support workflows and performance metrics.

Ensure efficient ticket handling, escalation paths, and a smooth resolution process.

Use Intercom to create the smoothest operation possible, set up automation and analyze support performance data and optimise the workflow for our agents.

User Experience & Insights

Monitor support trends and user feedback to identify pain points and recommend product or process improvements.

What We 're Looking For:

Most importantly is that you can prove your knowledge in the sector and industry.

1+ years of experience leading customer support teams in a managerial role, preferably within a crypto, DeFi, Web3, or fintech environment.

Proven success hiring and managing remote, distributed teams across multiple time zones.

Deep understanding of crypto concepts, and problems that can occur in a large platform with lots of users.

Advanced knowledge of Intercom and its functions.

Strong leadership, communication, and problem-solving skills.

Comfortable working in a fast-paced, high-growth startup environment.

Bonus Points If You Have:

Experience in IGaming sector

Previous involvement in launching or scaling support operations in a startup.

Perks & Benefits:

Very Senior position in a small team, you will be an integral part to our platforms success which is growing rapidly.

Competitive compensation

Remote-first team & flexible work hours

Collaborative, fast-moving team with real impact

Opportunities for career growth and leadership,

Work at the forefront of the crypto industry

Requirements to be considered:

Please attach a cover letter explaining your experience and why you would suit this role.

Job Type: Full-time

Pay: £30,000.00-£40,000.00 per year

Additional pay:

• Bonus scheme

Benefits:

• Flexitime
• Work from home

Schedule:

• Monday to Friday

Experience:

• Customer support management: 1 year (required)
• Intercom: 1 year (required)

Work Location: Remote