Customer Support Manager

Coinme is a leader in making digital currencies accessible, combining blockchain technology with intuitive ease of use. As the operator of the world's largest cryptocurrency kiosk network and provider of a robust Crypto-as-a-Service platform, Coinme enables both consumers and businesses to engage with digital currencies securely and compliantly. We believe in building a financial future where everyone can thrive, and every team member contributes significantly to this mission.

Introduction

At Coinme, we are committed to redefining access to financial services in a digital world by leveraging blockchain technology to make digital currencies accessible and simple for everyone. As the world's largest network of cryptocurrency kiosks, with over 40,000 locations nationwide, we are breaking down barriers to crypto adoption through our mobile app, secure digital wallet, and DeFi integrations.

Beyond consumer offerings, our enterprise Crypto-as-a-Service (CaaS) platform empowers businesses to launch crypto capabilities rapidly. Our modular, API-first infrastructure covers everything from KYC and payment processing to liquidity and custody solutions, all fully licensed and compliant. We are a company where your ideas genuinely make an impact, contributing to a financial future where everyone has the tools to thrive.

Responsibilities

People Leadership & Development

• Own all people management for CSR and CSS agents: 1:1s, coaching, performance reviews, PIPs, and hiring recommendations.
• Foster a culture of accountability, continuous improvement, and professional development.
• Manage LATAM contractor workforce, including onboarding, performance, scheduling, and cultural integration.
• Identify skill gaps and implement targeted training programs across the team.

Department Strategy & Operations

• Oversee the holistic performance of the support organization across all tiers.
• Design and refine escalation frameworks, workflow logic, and tier structures as volume and complexity evolve.
• Develop and maintain reporting cadences that provide actionable insights and narratives on performance.
• Conduct capacity planning across shifts, geographies, and skill levels to balance cost and coverage.
• Lead semi-annual OKR setting and retrospectives for the support organization.

Cross-Functional Leadership

• Represent the Support team in Product and Engineering discussions, advocating for customer pain points, identifying bug patterns, and influencing roadmap priorities.
• Coordinate with Compliance on BSA/AML-adjacent support workflows and state-level regulatory requirements.
• Manage the cross-functional relationship with Legal, ensuring escalation workflows are documented, consistently followed, and meet legal and regulatory obligations.
• Partner with the Customer Success Operations Manager on tooling decisions, automation strategy, and AI optimization.
• Collaborate with the Frontline Support Manager to ensure quality escalation handoffs and T1-to-T2 workflow efficiency.

Proactive Support & Automation

• Drive the department's transition from reactive ticket resolution to proactive support, identifying and addressing customer issues before they generate contact volume.
• Analyze contact driver data to pinpoint repeatable, high-volume issues and build automated solutions to eliminate them at the source.
• Own the automation roadmap for the support organization, evaluating, proposing, and implementing workflow automations, self-service tools, and AI-driven solutions to reduce manual effort and improve resolution speed.
• Partner with Engineering and Product to establish feedback loops, ensuring recurring support issues lead to product fixes, in-app guidance, or automated resolution paths.
• Champion a complexity-first mindset: break down multi-step, cross-system problems into discrete, manageable components.
• Track and report deflection and automation metrics to measure the impact of proactive initiatives on ticket volume, cost-per-resolution, and customer effort score.

Continuous Improvement

• Identify systemic inefficiencies in the support funnel and propose structural solutions.
• Benchmark support performance against industry standards and competitors.
• Evaluate and recommend tooling, automation, and process changes to reduce overall contact rates and cost-per-resolution while maintaining quality.

Requirements

• 3+ years of experience managing customer support or customer success teams, preferably in fintech, crypto, or other regulated industries.
• Demonstrated ability to think at a department level, connecting team performance to business outcomes.
• Proven experience driving proactive support initiatives to reduce ticket volume through automation, self-service, workflow creation, or systemic fixes.
• Strong ability to navigate complexity, deconstructing multi-layered, cross-system problems and designing scalable solutions.
• Track record of identifying, proposing, and implementing automation workflows that measurably reduced manual effort or contact volume.
• Experience managing distributed or remote teams across multiple time zones.
• Strong analytical skills: comfortable building reports, interpreting data, and making decisions based on metrics.
• Proven track record of coaching and developing team members, including handling difficult performance conversations.
• Familiarity with CRM platforms (Intercom preferred, Zendesk or similar acceptable).
• Excellent written and verbal English communication skills.
• Experience working with US-based leadership in a cross-cultural, remote environment.

Nice to Have

• Experience in cryptocurrency, blockchain, or financial services.
• Familiarity with compliance-adjacent support operations (BSA/AML, state licensing).
• Hands-on experience with AI-augmented support tools (e.g., Fin, chatbots, intelligent routing).
• Experience building or managing no-code/low-code automation workflows (e.g., Make, n8n, Zapier).
• Background in scaling support organizations during periods of business model transition.

About Company

Coinme is a leader in making digital currencies accessible, combining blockchain technology with intuitive ease of use. As the operator of the world's largest cryptocurrency kiosk network and provider of a robust Crypto-as-a-Service platform, Coinme enables both consumers and businesses to engage with digital currencies securely and compliantly. We believe in building a financial future where everyone can thrive, and every team member contributes significantly to this mission.

How to Apply

Check out our AI Usage Guidelines to understand how we approach AI tools during the hiring process.