Customer Support Manager

职位要求 / 描述

<div class="content-intro"><p>At Coinme, we’re redefining access to financial services in a digital world. By combining the cutting-edge power of blockchain technology with everyday simplicity, we make digital currencies accessible and usable for all.</p> <p>As the world's largest network of cryptocurrency kiosks with over 40,000 locations nationwide, we're breaking down barriers to crypto adoption through our seamless mobile app, secure digital wallet, and DeFi integrations. Beyond our consumer offerings, we're also the infrastructure powering the crypto revolution for businesses.</p> <p>Through our enterprise Crypto-as-a-Service (CaaS) platform, we enable businesses to launch crypto capabilities in weeks, not months. Our modular, API-first infrastructure provides everything from KYC and payment processing to liquidity and custody solutions—all fully licensed and compliant.</p> <p>We’re big enough to lead the charge in decentralized finance but small enough that your ideas will make waves. Every role at Coinme contributes to building a financial future where everyone has the tools to thrive. At Coinme, your growth fuels our mission. Together, we RISE.</p></div><h2>Role Summary</h2> <p>The Support Manager - Proactive is the senior operational leader for Coinme's customer support organization. This role requires a leader who thinks holistically about department performance — not just managing tickets, but building the systems, people, and culture that drive sustainable support quality at scale. The ideal candidate sees the full picture: how support connects to product, engineering, compliance, and the customer lifecycle, and translates that understanding into team execution.</p> <p>A core mandate of this role is driving the transition from reactive support to a proactive support department. The right candidate thrives in complexity, can deconstruct multi-layered problems into automatable components, and has a bias toward building systems that prevent tickets from being created in the first place. They should see every recurring issue as an automation opportunity and every manual process as a candidate for elimination.</p> <p>This is not a task management role. We are looking for someone who can own the strategic direction of the support org, identify gaps before they become problems, problem-solve complex cross-functional requests, and build a team that operates independently at a high standard.</p> <h2>Core Responsibilities</h2> <h3>People Leadership &amp; Development</h3> <ul> <li>Own all people management for CSR and CSS agents: 1:1s, coaching, performance reviews, PIPs, hiring recommendations</li> <li>Build a culture of accountability, continuous improvement, and professional development</li> <li>Manage LATAM contractor workforce: onboarding, performance, scheduling, and cultural integration</li> <li>Identify skill gaps across the team and implement targeted training programs</li> </ul> <h3>Department Strategy &amp; Operations</h3> <ul> <li>Own the holistic performance of the support organization across all tiers</li> <li>Design and refine escalation frameworks, workflow logic, and tier structures as volume and complexity evolve</li> <li>Build and maintain reporting cadences that surface actionable insights — not just dashboards, but narratives about what's working and what isn't</li> <li>Capacity plan across shifts, geographies, and skill levels to balance cost and coverage</li> <li>Drive semi-annual OKR setting and retrospectives for the support org</li> </ul> <h3>Cross-Functional Leadership</h3> <ul> <li>Represent Support in Product and Engineering discussions — advocate for customer pain points, surface bug patterns, and influence roadmap priorities</li> <li>Coordinate with Compliance on BSA/AML-adjacent support workflows and state-level regulatory requirements</li> <li>Own the cross-functional relationship with Legal — ensure escalation workflows are documented, consistently followed, and that response timelines meet l

技能关键字

职责方向