Customer Support Lead (Web3)

Location: Remote - Global; fully remote with flexible working hours. Candidates must have the right to work in the country where they are based.

Company

hirify.global is a non-custodial cryptocurrency wallet supporting over 10 million assets across more than 100 blockchains.

What you will do

• Lead, coach, hire, and develop the customer support team.
• Own day-to-day support operations across AI and human channels, ensuring timely and high-quality issue resolution.
• Handle complex and escalated cases involving technical product issues, wallet transactions, blockchain networks, fees, and security concerns.
• Build scalable support processes, workflows, knowledge management systems, and human escalation policies.
• Track SLA, CSAT, resolution time, backlog, verified resolution, repeat contacts, escalation quality, cost per resolved issue, and unsafe or incorrect AI responses.
• Partner with product, engineering, operations, and the AI Platform team on support quality, rollout readiness, monitoring, and improvements.

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 preparing actionable evidence for engineering teams.
• Working knowledge of wallet transactions, networks, fees, common security issues, and escalation of sensitive cases.
• Hands-on experience operating or improving AI-powered customer support in production, including conversation evaluation, knowledge retrieval, human handoff, and measurable outcomes.
• Experience designing or improving support operations, workflows, service quality, and cross-functional collaboration.
• Ability to work remotely from the country where the candidate has the right to work.

Nice to have

• Experience in crypto, Web3, fintech, technology-driven companies, or consumer-facing digital products.
• Familiarity with support platforms, CRM systems, help centers, chatbot tools, and AI support tooling.
• Experience scaling support teams in a global environment.
• Experience with support analytics, SQL, low-code automation, or lightweight scripting.

Culture & Benefits

• Fully remote work in a truly global organization with international teams.
• Flexible working hours and a flat organizational structure.
• Learning and career development opportunities.
• Fast-paced projects within a growing blockchain ecosystem.
• Competitive salary and benefits.