Head of Support

The Head of Support is responsible for developing and executing a comprehensive support strategy that delivers exceptional user experiences and scales with our rapidly evolving ecosystem. This role involves managing a global support team, optimizing processes through automation and AI, handling complex customer escalations, collaborating with cross-functional stakeholders, and consistently refining user resources.

The ideal candidate has a solid background in DeFi, proven leadership in scaling support operations, strong technical aptitude, and the ability to foster positive, outcome-driven team dynamics.

Key responsibilities:

• Recruit, mentor, and retain a high-performing global support team
• Conduct regular 360-degree performance reviews and provide actionable feedback
• Lead weekly support team syncs, ensuring alignment on goals, responsibilities, and continuous improvement initiatives
• Foster a positive, inclusive, and results-oriented culture
• Establish, refine, and document standard operating procedures, workflows, and escalation paths
• Drive the implementation of AI-driven support solutions (e.g., chatbots, automated triaging, intelligent ticket routing) and evaluate their performance
• Identify opportunities to enhance efficiency through automation, data-driven insights, and streamlined ticketing systems (e.g., Intercom)
• Oversee high-stakes user issues, including refunds, payment disputes, and sensitive cases that require thorough investigation and KYC verification
• Ensure timely and fair resolutions, while maintaining rigorous compliance standards
• Monitor Intercom ticket flows, AI bot performance, and user feedback to proactively mitigate recurring issues
• Partner closely with Product/Engineering teams, attending standups and syncs to stay informed on development progress and relay user feedback
• Coordinate with Marketing and Knowledge Management teams to craft accurate, user-friendly support content (e.g., Help Center articles, FAQs, and educational materials)
• Align support initiatives with company-wide goals, reporting insights in C-level syncs, HR discussions, and product roadmap meetings
• Develop and implement a long-term support strategy that aligns with the company’s vision and growth objective
• Review and analyze monthly/quarterly support reports, identifying trends and recommending improvements to optimize user experience
• Track and report on KPIs and SLAs, ensuring the support function consistently meets or exceeds performance targets
• Stay informed of industry best practices, emerging AI tools, and evolving user needs to continuously refine the support ecosystem

Qualifications:

• Prior experience in the DeFi, blockchain, or fintech industry is highly desirable
• 3+ years managing and scaling customer support or customer success teams across multiple geographies
• Strong understanding of decentralized technologies, crypto wallets, and DEX functionalities
• Hands-on experience implementing and working with AI-powered support solutions and analytics tools
• Proficiency in English and Russian
• Exceptional communication, problem-solving, and interpersonal skills
• Ability to translate complex technical concepts into user-friendly resources
• Demonstrated experience with Intercom and similar platforms, integrating and leveraging AI-driven solutions
• Proven track record of establishing workflows, improving efficiency through process automation, and driving data-informed decision-making

Terms:

• Remote work, flexible hours (our team is distributed around the world)
• Young creative team, vibrant environment, and adequate leadership
• Suggestions welcome: propose an idea and execute it
• Competitive remuneration based on a candidate's skills and experience
• Work for a leader in its segment
• Unlimited vacation days per year
• Compensation for work equipment
• Annual team building event at an international resort