Customer Support Lead

You will lead the customer support function from the ground up. You will own end to end resolution across all user facing ticket types including transactions and refunds and build scalable triage and escalation processes with clear SLAs. You will deploy AI and automation to reduce ticket volume and improve deflection while maintaining empathetic and compliant communication with users. You will collaborate with Legal and Compliance to manage sanctioned transactions and regulatory reporting and you will develop trust and safety capabilities to protect users and the platform.

Responsibilities

• Build and lead the customer support function by defining the operating model, solidifying the team, and establishing the processes and infrastructure needed to deliver world class support at scale
• Manage and optimize external support partners, driving quality, accountability, and continuous improvement through SLAs and reporting
• Develop and maintain SOPs, escalation frameworks, and response playbooks across all user-facing channels
• Own the on-call structure and ensure consistent coverage across time zones
• Own end-to-end resolution across all user-facing ticket types, including stuck and delayed transactions, unsupported asset deposits, fee inquiries, fiat on-ramp/off-ramp issues, and refunds
• Build scalable triage and escalation processes with clear SLAs for response and resolution time
• Manage ticket flow across support platforms, community channels, and social media — ensuring centralized visibility and consistent quality
• Set and enforce the standard for how conversations with users are conducted: empathy-led, evidence-backed, and reputation-aware
• Own the operational execution of compliance workflows, including sanctions screening responses, fund blocking and rejection procedures, and regulatory reporting coordination
• Work closely with Legal and external compliance partners to manage flagged transactions, conduct enhanced reviews, and resolve blocked user cases in accordance with US sanctions law
• Build and evolve trust & safety capabilities: fraud investigation, appeals processes, and policy enforcement
• Develop user-facing communications for sensitive compliance matters that are legally sound, empathetic, and clear
• Deploy AI and automation to meaningfully reduce ticket volume — intent detection, automated classification, self-serve resolution for common issues, and smart routing
• Build a support function designed to scale exponentially without proportional headcount growth
• Leverage support data and tooling to continuously improve deflection rates, reduce resolution time, and surface product improvement opportunities

Requirements

• 7+ years of experience building or leading a customer support or CX function, with at least ~2 years in crypto DeFi or web3 payments
• Demonstrated track record of building support infrastructure from scratch hiring teams writing SOPs selecting tooling managing vendors and standing up processes where none existed
• Hands-on experience with crypto-specific compliance operations (e.g. sanctions screening OFAC reporting fund blocking/rejection, etc)
• Strong understanding of B2B2C dynamics; you know that support quality is a competitive differentiator that directly impacts client relationships
• Experience managing outsourced or distributed support teams, with a track record of driving quality through SLAs, reporting, and coaching
• Proven results deploying AI and automation to achieve measurable ticket deflection — not just experimentation, but real, quantifiable impact
• Experience at a high growth company where support volume scaled rapidly and you built the infrastructure to absorb it
• Familiarity with blockchain transaction mechanics across EVM, Solana, Tron, and BTC — you can read a block explorer and trace a stuck deposit
• Background in payments, fintech, or crypto infrastructure companies
• Prior experience in a player-coach role at a Series A-B startup