Customer Support Manager

#### People Leadership & Development

• •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

#### Department Strategy & Operations

• •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

#### Cross-Functional Leadership

• •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

#### Proactive Support & Automation

• •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

#### Continuous Improvement

• •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

• •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