Customer Support Lead

Job not on LinkedIn

🔥 12 hours ago

🌏 Anywhere in the World

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Trust Wallet

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

₿ Crypto

🌐 Web 3

Crypto • Web 3

Trust Wallet is the world's leading self-custody wallet trusted by over 150+ million users. It provides an easy-to-use platform for people who want to fully own, control, and leverage the power of their digital assets. From beginners to experienced users, Trust Wallet makes it easier, safer, and more convenient for millions to experience Web3, store and manage their crypto and NFTs, buy, sell, stake crypto for rewards, and access dApps securely—all in one place. With support for over 10 million digital assets across 100+ blockchains, Trust Wallet is a true multi-chain wallet.

📋 Description

• Lead and manage Trust Wallet’s customer support team, including performance management, coaching, hiring, and development • Own day-to-day support operations across AI and human channels • Ensure high-quality and timely resolution of user issues • Handle complex or escalated support cases, especially technical product issues • Build scalable support processes, workflows, and knowledge management systems • Maintain accurate, current, and consistent support guidance across AI and human support • Identify opportunities to improve user experience through support operations and cross-functional collaboration • Partner with product, engineering, operations, and other internal teams to resolve issues and surface user feedback • Define and track support performance across SLA, CSAT, resolution time, backlog, verified resolution, repeat contacts, escalation quality, and cost per resolved issue • Monitor incorrect or unsafe AI responses • Improve AI support, automation, agent assist, and self-service through conversation and unresolved-case reviews • Convert findings into knowledge updates, workflow changes, evaluation cases, and prioritized product or engineering requirements • Define and maintain human escalation policies for high-risk cases, repeated failures, and explicit human-support requests • Plan staffing and train the team to manage handoffs effectively • Partner with the AI Platform team on acceptance criteria, rollout readiness, and post-launch monitoring • Help shape the long-term strategy for a scalable, technology-enabled customer support organization

🎯 Requirements

• Experience leading and managing customer support or customer service teams • Strong technical troubleshooting skills, including reproducing issues, interpreting logs and API information, using blockchain explorers, and providing actionable evidence to engineering teams • Working knowledge of wallet transactions, networks, fees, and common security issues • Sound judgment around sensitive information and situations requiring escalation • Experience designing or improving support operations, workflows, and service quality • Hands-on experience operating or improving AI-powered customer support in production, with clear examples of contribution and measurable outcomes • Practical understanding of AI support limitations, knowledge retrieval, conversation evaluation, and human handoff • Ability to think strategically while being hands-on in execution • Strong communication, stakeholder management, and problem-solving skills • Comfortable working in a fast-paced, cross-functional environment • Experience in crypto, Web3, fintech, or technology-driven companies is a strong plus • Experience supporting consumer-facing digital products • Familiarity with support platforms, CRM systems, help centers, chatbot tools, and AI support tooling • Understanding of wallets, blockchain, crypto, or Web3 user issues • Experience building or scaling support teams in a global environment • Experience with support analytics, SQL, low-code automation, or lightweight scripting • Must have the right to work in the country where based • Company is unable to sponsor visa sponsorship

🏖️ Benefits

• Excellent learning and career development opportunities • Flexible working hours • Competitive salary and benefits • Fully remote work • Work alongside diverse, world-class talent • Fast-paced, challenging and unique projects • International teams and a flat organizational structure