Customer Support Specialist

About Kin

Kin is a cross-border payroll and remittance platform for foreign workers. Employers pay salaries through Kin; workers receive them in the Kin app, hold value in multiple currencies, and send money home. We’re live and revenue-generating, serving workers across multiple corridors in Asia and Eastern Europe. Our settlement runs on regulated payment rails, including a stablecoin layer. Next: our own licences and international expansion.

We’re hiring a Customer Support Lead to own every conversation a customer has with Kin after the sale: the payroll manager at seven in the morning on payday, and the worker whose transfer home has not arrived. You own the standard, the team that delivers it, and the AI that should make it faster and more accurate every month.

What you’ll own:

• The bar. What good service means at Kin, written as numbers anyone can check: first response, resolution, repeat contacts, and how each one is trending
• Every channel. App, WhatsApp, phone and email, in the languages our workers actually speak
• The AI layer. Agents that triage, answer and draft, so our people spend their time on the cases that genuinely need a person
• The loop back to product. The top reasons people contact us, with numbers, in front of product and engineering every month

Responsibilities:

• Run the queue day to day, and make payday week predictable for employers and for workers
• Build the answer library and the knowledge base, keep it true, and keep it available in every language we serve
• Design the escalation path: what a support person decides alone, what goes to operations, and what never gets answered without compliance
• Hire, train and lead the support team, in-house and outsourced, and set what good looks like for each person in it
• Build AI into the service layer, measure what it changed, and keep a person on anything involving money, documents or a frightened customer
• Report the service numbers to the leadership team and own them

Requirements:

• 4+ years running customer support or service operations, at least part of it in fintech, payments, telecom, insurance or another regulated consumer service
• You have built a support function, not only managed a queue someone else designed
• You have put AI into a service operation and can show what changed: volume deflected, handling time, quality
• You have led a team working in more than one language, in-house or outsourced
• Clear written and spoken Hebrew and English, both daily
• Patience and respect for people who are not confident with technology, reading a third language on an old phone
• Calm when money is stuck and someone is waiting

Strong advantage:

• Remittance, payroll or banking support
• Hands-on with a support platform and the automations built on top of it
• Another language spoken by our workers

Based in Israel. Reports to the Head of Operations.

How to apply: send a short note with your CV, and tell us about one service number you moved and how you moved it. (The role is open to all genders.)