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Cryptio · 1 month ago

Customer Support Team Lead

United States

Full-time

Remote

Mid, Senior Level

Cryptio is a company that builds infrastructure to bring financial integrity to the crypto economy. They are seeking a Customer Support Team Lead to oversee the operations of their Level 1 Support team, ensuring timely and empathetic customer support while developing the team behind that experience.

AccountingAnalyticsBlockchainCryptocurrencyFinTech

Responsibilities

Lead the daily operations of the L1 Support team, ensuring full coverage across channels and smooth coordination of workloads

Manage scheduling, prioritisation, and day-to-day workflow adjustments

Run weekly 1:1s and support bi-annual review cycles, providing clear feedback and development guidance

Set goals, track performance, and support the growth of each team member

Hire and onboard new team members as the team expands

Monitor ticket queues, team inboxes, and support metrics to ensure SLA compliance

Identify operational trends and recommend incremental improvements to tools, processes, and documentation

Ensure customer interactions meet a high standard of quality, clarity, and empathy

Surface recurring customer issues and share insights with the Head of Customer Support & Systems and other internal teams

Qualification

Customer support leadershipSaaS experienceOperational excellenceSupport workflows familiarityTicketing best practicesOrganisational skillsEmpathyCoachingProactivityTeam culture developmentPerformance trackingSchedulingWorkflow managementCustomer interaction qualityTeam onboardingOperational trends identificationSupport metrics monitoringCollaborationCommunicationAttention to detailDecision makingFeedback provisionInternal communication