What you’ll do

📍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

We’re looking for someone who

📍Has experience leading or coaching customer support teams in a SaaS, fintech, or operations environment 📍Brings strong organisational skills, attention to detail, and a steady operational mindset 📍Communicates with clarity and empathy — both with customers and internally 📍Is proactive, structured, and comfortable making day-to-day decisions that keep the team moving 📍Enjoys developing people and fostering a positive, collaborative team culture 📍Has familiarity with support workflows, SLAs, and ticketing best practices 📍Is comfortable using support and operations tools such as Plain, Linear, Notion, Slack, and Excel

The crypto industry is evolving rapidly, offering new opportunities in blockchain, web3, and remote crypto roles — don’t miss your chance to be part of it.