Customer Support Manager
Remote · United States
Job Summary
Lead and scale Coinme's proactive customer support strategy. Own the transition from reactive to proactive support, designing automation, self-service tooling, and cross-functional collaboration with Product, Engineering, Compliance, and Legal. Manage the LATAM contractor workforce, establish escalation frameworks, and drive OSR/OKR processes. Build systems and culture to deliver high-quality support at scale, guiding the team through data-driven improvements and automation to reduce manual effort while maintaining service quality.
Required Qualifications
- 3+ years managing customer support or customer success teams, ideally in fintech, crypto, or regulated industries
- Demonstrated ability to think at a department level — connecting team performance to business outcomes
- Proven experience driving proactive support initiatives — reducing ticket volume through automation, self-service, workflow creation, or systemic fixes rather than adding headcount
- Strong ability to navigate complexity — can deconstruct multi-layered, cross-system problems and design scalable solutions
- Track record of identifying, proposing, and implementing automation workflows that measurably reduced manual effort or contact volume
- Experience managing distributed or remote teams across multiple time zones
- Strong analytical instinct — comfortable building reports, interpreting data, and making decisions from metrics
- Proven track record of coaching and developing team members, including difficult performance conversations
- Familiarity with CRM platforms (Intercom preferred, Zendesk or similar acceptable)
- Excellent written and verbal English communication
- Experience working with US-based leadership in a cross-cultural, remote environment
- Nice to Have: Experience in cryptocurrency, blockchain, or financial services
- Familiarity with compliance-adjacent support operations (BSA/AML, state licensing)
- Hands-on experience with AI-augmented support tools (Fin, chatbots, intelligent routing)
- Experience building or managing no-code/low-code automation workflows (Make, n8n, Zapier, or similar)
- Background in scaling support orgs during periods of business model transition
- Check out our AI Usage Guidelines to understand how we approach AI tools during the hiring process.
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