Customer Support Manager

Customer Support Manager (Chat & Voice) | Sun Crypto | Jaipur |
Full-time, on-site | 3–5 years managing a team

This is a people-management role. You will supervise, coach and lead our Customer Support Executives and team leads, own their performance reports, and be accountable for the team's numbers. This is not a customer support executive or agent position, we are hiring the person who runs the team. If you have not managed a support team before, this role is not the right fit.
We are looking for a hands-on Customer Support Manager to own our end-to-end support function, chat, voice and ticketing, for one of India's leading FIU-IND registered Indian cryptocurrency exchanges. You will run the floor, coach the team, own the numbers, and fix the problems behind the tickets, not just answer them.

About Sun Crypto
Sun Crypto is an FIU-IND registered Indian cryptocurrency exchange headquartered in Jaipur, offering spot trading, perpetual futures, Crypto SIP, staking and OTC to a large, always-on user base. Support is where our customers' trust is won or lost, often at 2 a.m. during a market move. This role reports to the Head of Operations.

The role
You will manage the customer support team (team leads and executives) across chat, voice and ticketing. You must understand crypto trading, wallets, KYC and exchange operations well enough to lead a team that delivers fast, accurate and compliant resolutions to demanding customers, and you must be proactive: we want a leader who notices problems in the data and on the floor and fixes them before anyone asks.

What you will own
Team leadership
Lead, mentor and manage the day-to-day performance of the support team across chat and voice, including shift planning and roster management for 24×7 coverage.
Hire, train and onboard new executives; build a bench of team leads and senior agents so the floor never depends on one person.
Set clear KPIs, run weekly one-on-ones and coaching sessions, and manage performance up or out, fairly and on time.
Build a culture of ownership, empathy and accountability.
Chat, voice and ticketing operations
Own the ticketing and voice systems (Freshdesk and call/IVR tooling) end to end.
Define and hold SLAs for first-response time, resolution time and CSAT across every channel.
Handle escalations and sensitive cases, account freezes, failed withdrawals, suspected fraud, compliance holds, with sound judgement and urgency, and train the team to do the same.
Ensure round-the-clock coverage, with a plan for market-crash surges.
Crypto-exchange support
Keep the team fluent in deposits and withdrawals, wallet issues, spot and futures trading, fees, KYC and account security.
Turn recurring tickets into root-cause reports for Product, Tech and Compliance, and follow them through to a fix.
Stay current on listings, features and market events so the team is never caught unprepared.
Process, quality and reporting
Build and keep refining SOPs, macros, escalation matrices and the knowledge base.
Run regular quality audits of chats and calls for tone, accuracy and compliance.
Report CSAT, NPS, AHT, FRT, backlog and resolution rate to leadership weekly, with root-cause analysis on every drop and a plan with owners and dates.
Manage support tooling costs and vendor relationships (BPO partners, if any).

What success looks like
Within 30–60 days: a fully staffed, well-structured team with clear shift coverage across chat and voice.
SLAs defined and consistently met for response time, resolution time and CSAT.
A documented knowledge base, escalation matrix and SOPs for common and high-severity issues.
A measurable rise in CSAT and a fall in repeat and escalated tickets.
A strong working relationship with Compliance, Product and Tech that gets customer issues fixed…