Role Overview

Own all people management for CSR and CSS agents: 1:1s, coaching, performance reviews, PIPs, hiring recommendations
Build a culture of accountability, continuous improvement, and professional development
Manage LATAM contractor workforce: onboarding, performance, scheduling, and cultural integration
Identify skill gaps across the team and implement targeted training programs
Own the holistic performance of the support organization across all tiers
Design and refine escalation frameworks, workflow logic, and tier structures as volume and complexity evolve
Build and maintain reporting cadences that surface actionable insights — not just dashboards, but narratives about what's working and what isn't
Capacity plan across shifts, geographies, and skill levels to balance cost and coverage
Drive semi-annual OKR setting and retrospectives for the support org
Represent Support in Product and Engineering discussions — advocate for customer pain points, surface bug patterns, and influence roadmap priorities
Coordinate with Compliance on BSA/AML-adjacent support workflows and state-level regulatory requirements
Own the cross-functional relationship with Legal — ensure escalation workflows are documented, consistently followed, and that response timelines meet legal and regulatory obligations.
Partner with the Customer Success Operations Manager on tooling decisions, automation strategy, and AI optimization
Collaborate with the Frontline Support Manager on escalation handoff quality and T1-to-T2 workflow efficiency
Drive the department's evolution from reactive ticket resolution to proactive support — identifying and addressing customer issues before they generate contact volume
Analyze contact driver data to isolate repeatable, high-volume issue patterns and build automated solutions that eliminate them at the source
Own the automation roadmap for the support org — evaluate, propose, and implement workflow automations, self-service tooling, and AI-driven solutions that reduce manual effort and improve resolution speed
Partner with Engineering and Product to close feedback loops — ensure recurring support issues translate into product fixes, in-app guidance, or automated resolution paths rather than permanent manual workarounds
Champion a complexity-first mindset: break down multi-step, cross-system problems into discrete components that can be systematized, automated, documented, or self-served
Track and report deflection and automation metrics — measure the impact of proactive initiatives on ticket volume, cost-per-resolution, and customer effort score
Identify systemic inefficiencies in the support funnel and propose structural solutions
Benchmark support performance against industry standards and competitors
Evaluate and recommend tooling, automation, and process changes that reduce overall contact rates and cost-per-resolution while maintaining quality

Requirements

3+ years managing customer support or customer success teams, ideally in fintech, crypto, or regulated industries
Demonstrated ability to think at a department level — connecting team performance to business outcomes
Proven experience driving proactive support initiatives — reducing ticket volume through automation, self-service, workflow creation, or systemic fixes rather than adding headcount
Strong ability to navigate complexity — can deconstruct multi-layered, cross-system problems and design scalable solutions
Track record of identifying, proposing, and implementing automation workflows that measurably reduced manual effort or contact volume
Experience managing distributed or remote teams across multiple time zones
Strong analytical instinct — comfortable building reports, interpreting data, and making decisions from metrics
Proven track record of coaching and developing team members, including difficult performance conversations
Familiarity with CRM platforms (Intercom preferred, Zendesk or similar acceptable)
Excellent written and verbal English communication
Experience working with US-based leadership in a cross-cultural, remote environment.

Benefits

health insurance
retirement plans
paid time off
flexible work arrangements
professional development

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Open Positions (1)

Customer Service

Customer Support Manager