Technical Support Leader (Crypto)

TL;DR

Technical Support Leader (Crypto): Leading the technical support team to provide efficient services for users, partners, and internal teams with an accent on system optimization and team development. Focus on resolving complex blockchain and payment-related technical issues and improving user satisfaction through standardized support processes.

Location: Hybrid (Malaysia)

Company

The most established crypto brand in the Philippines, providing a mobile app for cryptocurrency trading and financial services.

What you will do

• Build and manage the technical support team, including OKR formulation and performance standards.
• Establish and optimize technical support processes, channels, and intelligent response capabilities.
• Lead the resolution of complex technical issues related to platform failures, payments, and blockchain.
• Analyze support data to provide insights for product and system improvements.
• Ensure compliance with industry norms and protect user data security.
• Collaborate cross-functionally with R&D, product, and compliance departments.

Requirements

• 5+ years of technical support experience with 2+ years in team management.
• Must be based in Malaysia (Hybrid).
• Proficiency in troubleshooting system operations, networks, and blockchain basics.
• Proficient oral and written English for communication with international partners.
• Bachelor’s degree in Computer Science, IT, Electronic Engineering, or a related field.

Nice to have

• Experience in fintech, digital currency, or payment-related industries.
• Knowledge of digital currency trading platforms and blockchain technology.
• ITIL or CompTIA certifications.

Culture & Benefits

• Cross-functional collaboration with a direct impact on customer experience.
• Opportunities for career advancement within a fast-growing organization.
• Data-driven culture that encourages new ideas and innovation.