Customer Support Lead

Location: Kharar

About the Company
We are looking for an experienced, customer-centric, and operationally strong Customer Support Manager to lead customer support operations across the Blockmaze ecosystem. This role will be responsible for managing the support team, improving customer experience, handling escalations, and ensuring seamless support for users, merchants, partners, and institutional clients across our blockchain, payments, tokenization, and digital asset platforms. The ideal candidate should have experience in fintech, crypto, payments, forex, banking, or technology-driven customer support environments.

About the Role
We are looking for an experienced, customer-centric, and operationally strong Customer Support Manager to lead customer support operations across the Blockmaze ecosystem.

Responsibilities

Team Leadership & Management
Lead, mentor, and manage the customer support team across multiple shifts and regions.
Set team KPIs, SLAs, productivity metrics, and quality standards.
Conduct regular team reviews, performance evaluations, and coaching sessions.
Hire, train, and develop customer support associates and team leads.

Customer Experience & Operations
Oversee all customer interactions across email, live chat, ticketing systems, and CRM platforms.
Ensure timely resolution of customer issues related to:
Account onboarding
KYC/KYB verification
Wallet access and transaction issues
Deposits and withdrawals
Merchant settlements
Platform navigation and technical queries
Handle high-priority customer escalations and critical incidents.

Process Improvement
Build and optimize SOPs, workflows, escalation matrices, and knowledge base documentation.
Identify recurring customer pain points and work with product, tech, compliance, and operations teams to improve user experience.
Monitor ticket trends, resolution times, and support analytics.

Compliance & Risk Coordination
Work closely with compliance and risk teams on AML, fraud monitoring, suspicious activity, and account reviews.
Ensure support processes align with internal compliance and regulatory standards.

Cross-Functional Collaboration
Coordinate with product, engineering, compliance, payments, and business teams for issue resolution and process improvements.
Provide customer insights to help shape product roadmap and operational improvements.

Qualifications
7–12 years of experience
Full-Time

Employment Type

Location:

Mohali

Required Skills
Excellent communication and leadership skills.
Strong experience managing support team in fintech, payments, crypto, forex, or banking.

Experience with support and CRM tools such as:
Zendesk
Freshdesk
Salesforce
Strong understanding of:
Blockchain and digital assets
Wallet infrastructure
Payment operations
KYC / AML processes
Risk and fraud prevention
Strong analytical and reporting skills.

Preferred Skills
Experience managing global customer support operations.
Experience supporting institutional clients, merchants, or enterprise customers.
Ability to work in a fast-paced startup environment with global teams.

Pay range and compensation package
Opportunity to work in a fast-growing blockchain ecosystem.
Exposure to tokenization, payments, compliance, and Web3 infrastructure.
Career growth in fintech and digital asset operations.
Competitive compensation and performance incentives.

Equal Opportunity Statement
We are committed to diversity and inclusivity.