Head of Support

We are developing a crypto wallet and looking for a Head of Support to build customer service from scratch or elevate it to a new level.

• Form and develop the support team • Recruit, train, and onboard support staff • Develop scripts, regulations, and communication standards • Monitor support quality and key metrics • Optimize processes and enhance customer service efficiency • Collaborate with the technical team: formulate tasks and initiate product improvements based on user feedback • Resolve complex customer cases and manage escalations

• At least 2 years of experience in leading a support service • Ability to build processes and teams from scratch • Experience in hiring and managing support staff • Understanding of customer service principles and quality control • Systematic thinking and a high degree of independence • Proactivity, stress resilience, and result orientation **Will be a plus:** • Experience in fintech, payment services, crypto, or high-load online services