Customer Support Lead

About the Company

We are looking for an experienced, customer-centric, and operationally strong Customer Support Manager to lead customer support operations across the Blockmaze ecosystem. This role will be responsible for managing the support team, improving customer experience, handling escalations, and ensuring seamless support for users, merchants, partners, and institutional clients across our blockchain, payments, tokenization, and digital asset platforms. The ideal candidate should have experience in fintech, crypto, payments, forex, banking, or technology-driven customer support environments.

About the Role

We are looking for an experienced, customer-centric, and operationally strong Customer Support Manager to lead customer support operations across the Blockmaze ecosystem.

Responsibilities

Team Leadership & Management

• Lead, mentor, and manage the customer support team across multiple shifts and regions.
• Set team KPIs, SLAs, productivity metrics, and quality standards.
• Conduct regular team reviews, performance evaluations, and coaching sessions.
• Hire, train, and develop customer support associates and team leads.

Customer Experience & Operations

• Oversee all customer interactions across email, live chat, ticketing systems, and CRM platforms.
• Ensure timely resolution of customer issues related to:
• Account onboarding
• KYC/KYB verification
• Wallet access and transaction issues
• Deposits and withdrawals
• Merchant settlements
• Platform navigation and technical queries
• Handle high-priority customer escalations and critical incidents.

Process Improvement

• Build and optimize SOPs, workflows, escalation matrices, and knowledge base documentation.
• Identify recurring customer pain points and work with product, tech, compliance, and operations teams to improve user experience.
• Monitor ticket trends, resolution times, and support analytics.

Compliance & Risk Coordination

• Work closely with compliance and risk teams on AML, fraud monitoring, suspicious activity, and account reviews.
• Ensure support processes align with internal compliance and regulatory standards.

Cross-Functional Collaboration

• Coordinate with product, engineering, compliance, payments, and business teams for issue resolution and process improvements.
• Provide customer insights to help shape product roadmap and operational improvements.

Qualifications

• 7–12 years of experience
• Full-Time Employment Type
• Location: Mohali

Required Skills

• Excellent communication and leadership skills.
• Strong experience managing support team in fintech, payments, crypto, forex, or banking.
• Experience with support and CRM tools such as:
• Zendesk
• Freshdesk
• Salesforce

Strong understanding of:

• Blockchain and digital assets
• Wallet infrastructure
• Payment operations
• KYC / AML processes
• Risk and fraud prevention
• Strong analytical and reporting skills.

Preferred Skills

• Experience managing global customer support operations.
• Experience supporting institutional clients, merchants, or enterprise customers.
• Ability to work in a fast-paced startup environment with global teams.

Pay range and compensation package

• Opportunity to work in a fast-growing blockchain ecosystem.
• Exposure to tokenization, payments, compliance, and Web3 infrastructure.
• Career growth in fintech and digital asset operations.
• Competitive compensation and performance incentives.

Equal Opportunity Statement

We are committed to diversity and inclusivity.