Customer Support Team Leader

Bitcoin.com is seeking a highly motivated and experienced Customer Support Team Leader to oversee and develop a high performing support team. With over 75 million wallets created and a global audience, Bitcoin.com is one of the world's leading crypto content and onboarding platforms.

As Customer Support Team Leader, you'll be responsible for ensuring exceptional customer experiences, optimising support processes, and driving performance across customer-facing operations. This role is ideal for someone who combines strong leadership skills with a deep understanding of customer support operations in fast-paced, tech-driven environments.

Responsibilities & Core Competencies

Team Leadership & Management
● Lead, coach, and mentor the Customer Support team.
● Set clear performance expectations and conduct regular performance reviews.
● Foster a culture of accountability, ownership, and continuous improvement.
● Manage team scheduling, coverage, and workload distribution.

Customer Experience Excellence
● Ensure timely, accurate, and high-quality responses across all support channels.
● Handle escalated customer issues and critical cases.
● Continuously improve customer satisfaction (CSAT), response times, and resolution rates.

Operations & Process Improvement
● Identify process gaps and implement scalable solutions.
● Collaborate with Product, Engineering, and Compliance teams to resolve systemic issues.
● Develop and maintain internal knowledge bases.

Performance Monitoring & Reporting
● Track and analyse KPIs such as CSAT, SLA adherence, first response time, and resolution time.
● Prepare regular performance reports and actionable insights
● Use data to drive decision-making and operational improvements.

Training & Development
● Onboard and train new hires.
● Identify skill gaps and implement training programmes.
● Promote continuous learning within the team.

Required Skills & Qualifications
● 3+ years of experience in customer support, preferably in fintech, crypto, or tech.
● Strong leadership and people management skills.
● Excellent written and verbal communication.
● Data-driven mindset with strong analytical abilities.
● Proactivity and interest in the use of AI in customer support.
● Strong command of English, both written and verbal.

Nice to Have
● Experience in crypto, blockchain, or fintech industries.
● Familiarity with support platforms such as Zendesk, Intercom, or Freshdesk.
● Experience building or maintaining internal knowledge bases.
● Background in process automation or AI-driven support tooling.