B2B

Support

remote

Aplikuj

We are building an innovative neobanking product at the intersection of Fintech and Web3 and are looking for a Senior/Lead Technical Support Manager who will apply their managerial and technical expertise to build a technical support service from scratch. You will not only form and lead the team but also implement automation, AI solutions, and efficient user support processes.

🔹 What You’ll Do:

Build and lead the technical support team from the ground up
Develop and implement automated solutions (chatbots, AI, HelpDesk)
Optimize customer service by analyzing tickets, identifying bottlenecks, and improving the support experience
Manage the support team: set goals, track OKRs, and foster professional development
Rationally analyze ongoing business processes in the support department and procure their continual improvement/automatization.
Assure the best quality of service is provided at all times.
Oversee support operations and implement best practices to scale support processes and ensure high service quality (SLA, CSAT, etc.).
Collaborate with Product and Engineering to troubleshoot bugs and improve the user experience.
Develop and maintain knowledge bases, FAQs, and support documentation.

🔍Who We’re Looking For:

Proven experience as Support Team Leader.
Experience in managing 3 and more subordinates.
Automation expertise (chatbots, AI, HelpDesk, RPA)
Upper Intermediate/Advanced English, both written and spoken.

Strong technical understanding of blockchain protocols, wallets and crypto transactions.
Familiarity with tools like Zendesk, FreshDesk, Jira or similar.
Solid understanding of modern support operations, ticketing systems, and KPI tracking.
Excellent analytical, troubleshooting, and problem-solving skills.
Strong leadership, communication, and team-building abilities.
Customer-focused mindset with a passion for delivering exceptional service.

🔥 Bonus Points For: