Customer Support Team Lead

2 days ago

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Cryptio

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Crypto • Finance • Fintech

Cryptio is a company providing enterprise-grade accounting, audit, and tax software solutions for digital assets. Their platform is designed to ensure completeness and accuracy of crypto data, transforming digital asset activities into auditable financial statements. Cryptio offers solutions for a variety of use cases including banks, exchanges, DeFi enterprises, stablecoins, NFT marketplaces, and more, enabling users to reconcile on-chain activities with internal systems. They provide GAAP and IFRS compliant reporting, automated accounting processes, and integrate with popular accounting software such as Xero, QuickBooks, and Netsuite. Cryptio is SOC 1 and SOC 2 certified, ensuring high standards of data security and compliance with major privacy regulations.

11 - 50 employees

₿ Crypto

💸 Finance

💳 Fintech

💰 $10M Series A on 2022-06

📋 Description

• Lead the daily operations of the L1 Support team, ensuring full coverage across channels and smooth coordination of workloads • Manage scheduling, prioritisation, and day-to-day workflow adjustments • Run weekly 1:1s and support bi-annual review cycles, providing clear feedback and development guidance • Set goals, track performance, and support the growth of each team member • Hire and onboard new team members as the team expands • Monitor ticket queues, team inboxes, and support metrics to ensure SLA compliance • Identify operational trends and recommend incremental improvements to tools, processes, and documentation • Ensure customer interactions meet a high standard of quality, clarity, and empathy • Surface recurring customer issues and share insights with the Head of Customer Support & Systems and other internal teams

🎯 Requirements

• Has experience leading or coaching customer support teams in a SaaS, fintech, or operations environment • Brings strong organisational skills, attention to detail, and a steady operational mindset • Communicates with clarity and empathy — both with customers and internally • Is proactive, structured, and comfortable making day-to-day decisions that keep the team moving • Enjoys developing people and fostering a positive, collaborative team culture • Has familiarity with support workflows, SLAs, and ticketing best practices • Is comfortable using support and operations tools such as Plain, Linear, Notion, Slack, and Excel

🏖️ Benefits

• Remote or Hybrid working • 25 days paid holiday plus bank holidays • One additional day of annual leave each year, up to 30 total days • Your birth off • Mental health resources, wellbeing programs, and professional coaching • Family-friendly policies • Fitness and wellness budget • MacBook Pro • $200 home office setup budget • Training and development budget