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### Core Responsibilities #### 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

### Requirements - 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