Customer Support Supervisor (Web3)

TL;DR

Customer Support Supervisor (Web3): Leading and developing a customer support team to drive user satisfaction and service excellence with an accent on process optimization, KPI management (CSAT/NPS), and cross-functional collaboration. Focus on implementing effective service strategies, gathering product insights, and fostering a customer-centric culture within a high-growth crypto environment.

Location: Remote (Latin America/Global)

Company

hirify.global is the leading cryptocurrency platform in Latin America, dedicated to making crypto useful through intuitive financial products and widespread financial inclusion.

What you will do

• Lead, mentor, and develop a team of customer support agents to ensure high-quality service standards.
• Devise and execute strategies to improve CSAT and NPS metrics while maintaining operational efficiency.
• Collaborate with product teams by sharing user feedback and insights to drive platform improvements.
• Coordinate with cross-functional departments to anticipate implementation needs and streamline processes.
• Establish a framework for managing customer support projects and communication workflows.
• Coach direct reports to support their professional development and motivate the team to embody company values.

Requirements

• Fluency in English and Spanish is required.
• Proven experience in leading teams and collaborating across different organizational areas.
• Dynamic, proactive mindset with a strong ability to challenge the status quo and improve processes.
• Strong problem-solving skills and a results-oriented approach to customer service.
• Ability to work in a remote-first, fast-paced environment.

Nice to have

• Portuguese language proficiency.
• Previous experience in the fintech or cryptocurrency sector.

Culture & Benefits

• Remote-first work environment.
• Me Time program including unlimited paid time off.
• Employee Stock Option program participation.
• Premium health, dental, and life insurance coverage.
• Extended family leave policy (4 months).
• Zero trading fees on the hirify.global Alpha app.