Customer Service Support Manager jobs in United States
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Wire Wallet · 3 days ago

Customer Service Support Manager

positionUnited States
timeFull-time
remoteRemote
seniorityMid, Senior Level
date4+ years exp

Wire Wallet is building a self-custodial crypto wallet that emphasizes trust, security, and education. They are seeking a Support Manager to lead and grow their customer support team, ensuring a high-quality experience for wallet users while managing support operations and improving user experience.

Computer Software

Responsibilities

Lead and grow a customer support team supporting a self-custodial wallet
Own support operations in HubSpot Service Hub (tickets, SLAs, automations, reporting)
Act as escalation point for complex wallet issues (transactions, gas fees, recovery education)
Design security-first support processes (no access to private keys or seed phrases)
Build and maintain help center content and support macros to improve self-service
Partner with Product and Engineering to surface user pain points and improve UX
Track and improve key support metrics (CSAT, response time, resolution time)

Qualification

HubSpot Service HubCustomer support managementSelf-custodial wallet conceptsCrypto experienceSecurityPrivacy judgmentUser education skillsFast-paced startup adaptabilityWritten communication

Required

4+ years in customer support or customer operations
1+ years leading or managing support teams
Hands-on HubSpot Service Hub experience (required)
Experience with crypto, fintech, or Web3 products
Strong understanding of self-custodial wallet concepts (addresses, confirmations, gas fees, account recovery, identity verification)
Strong judgment around security, privacy, and user trust
Excellent written communication and user-education skills
Comfort working in a fast-paced startup environment

Preferred

Direct experience supporting a self-custodial wallet
Familiarity with blockchain explorers and transaction troubleshooting
Experience scaling support during rapid growth

Benefits

Competitive salary + bonus
Fully remote team
High-impact role shaping trust and user experience
Opportunity to build a core function from the ground up

Company

Wire Wallet

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Wire Wallet is a next-generation Web3 wallet built for real people and the communities they trust.
dateFounded in 2025
people-size2-10 employees
web-link
https://wirewallet.io

Funding

Current Stage
Early Stage
Company data provided by crunchbase