Customer Support Lead

Responsibilities

• Lead and manage the customer support team, including performance coaching, hiring, and development
• Own day-to-day support operations across AI and human channels to ensure high-quality resolution
• Handle complex technical escalations and product issues
• Build scalable support processes, workflows, and knowledge management systems
• Partner with product, engineering, and AI Platform teams to improve user experience and AI support quality
• Define and track key performance metrics such as SLA, CSAT, and resolution time
• Shape the long-term strategy for a tech-enabled customer support organization

Requirements

• Proven experience leading and managing customer support or service teams
• Strong technical troubleshooting skills, including interpreting logs, API information, and using blockchain explorers
• Working knowledge of wallet transactions, networks, fees, and security issues
• Hands-on experience operating or improving AI-powered customer support in production
• Ability to turn observed AI failures into actionable improvements
• Strong communication and problem-solving skills in a fast-paced environment

Preferred Qualifications

• Experience supporting consumer-facing digital products
• Familiarity with CRM systems, help centers, and chatbot tools
• Understanding of Web3 and blockchain user issues
• Experience scaling global support teams
• Proficiency with support analytics, SQL, or low-code automation

About the Company

Trust Wallet is a leading non-custodial cryptocurrency wallet trusted by over 200 million people worldwide to securely manage digital assets across 100+ blockchains.