Experience leading and managing customer support or customer service teams
Strong technical troubleshooting skills, including the ability to reproduce issues, interpret relevant logs and API information, use blockchain explorers, and provide actionable evidence to engineering teams
Working knowledge of wallet transactions, networks, fees, and common security issues, with sound judgment around sensitive information and situations requiring escalation
Experience in designing or improving support operations, workflows, and service quality
Hands-on experience operating or improving AI-powered customer support in production, with clear examples of your contribution and measurable outcomes
Practical understanding of AI support limitations, knowledge retrieval, conversation evaluation, and human handoff, with the ability to turn observed failures into actionable improvements
Ability to think strategically while also being hands-on in execution
Strong communication, stakeholder management, and problem-solving skills
Comfortable working in a fast-paced, cross-functional environment
Experience in crypto, Web3, fintech, or technology-driven companies is a strong plus
Preferred
Experience supporting consumer-facing digital products
Familiarity with support platforms, CRM systems, help centers, chatbot tools, and AI support tooling
Understanding of wallets, blockchain, crypto, or Web3 user issues
Experience building or scaling support teams in a global environment
Experience with support analytics, SQL, low-code automation, or lightweight scripting to investigate issues and improve workflows
GK
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