Customer Support Lead

The Opportunity

In this role, you will manage and develop the customer support team, improve support processes and service quality, and work cross-functionally to enhance the user experience. We’re looking for someone who combines strong support leadership and technical troubleshooting skills with hands-on experience operating and improving AI-powered support. You will own service standards, support knowledge, and operational outcomes across AI and human support, partnering with the AI Platform team on quality evaluation and rollout readiness.

What you’ll do

• Lead and manage Trust Wallet’s customer support team, including team performance, coaching, hiring, and development

• Own day-to-day support operations across AI and human channels and ensure high-quality, timely resolution of user issues

• Handle complex or escalated support cases, especially those involving technical product issues

• Build scalable support processes, workflows, and knowledge management systems; own the review and maintenance of guidance to keep it accurate, current, and consistent across AI and human support

• Identify opportunities to improve user experience through better support operations and cross-functional collaboration

• Partner closely with product, engineering, operations, and other internal teams to resolve issues and surface user feedback

• Define and track support performance across SLA, CSAT, resolution time, backlog, verified resolution, repeat contacts, escalation quality, and cost per resolved issue; monitor incorrect or unsafe AI responses

• Continuously improve AI support, automation, agent assist, and self-service through regular reviews of conversations and unresolved cases; turn findings into knowledge updates, workflow changes, evaluation cases, and prioritized product or engineering requirements

• Define and maintain human escalation policies for high-risk cases, repeated failures, and explicit requests for human support; plan staffing and train the team to manage handoffs effectively

• Partner with the AI Platform team on acceptance criteria, rollout readiness, and post-launch monitoring, using customer outcomes and safety checks to guide expansion

• Help shape the long-term strategy for a modern, scalable, and tech-enabled customer support organization

What we’re looking for

• Experience leading and managing customer support or customer service teams

• Strong technical troubleshooting skills, including the ability to reproduce issues, interpret relevant logs and API information, use blockchain explorers, and provide actionable evidence to engineering teams

• Working knowledge of wallet transactions, networks, fees, and common security issues, with sound judgment around sensitive information and situations requiring escalation

• Experience in designing or improving support operations, workflows, and service quality

• Hands-on experience operating or improving AI-powered customer support in production, with clear examples of your contribution and measurable outcomes

• Practical understanding of AI support limitations, knowledge retrieval, conversation evaluation, and human handoff, with the ability to turn observed failures into actionable improvements

• Ability to think strategically while also being hands-on in execution

• Strong communication, stakeholder management, and problem-solving skills

• Comfortable working in a fast-paced, cross-functional environment

• Experience in crypto, Web3, fintech, or technology-driven companies is a strong plus

Preferred

• Experience supporting consumer-facing digital products

• Familiarity with support platforms, CRM systems, help centers, chatbot tools, and AI support tooling

• Understanding of wallets, blockchain, crypto, or Web3 user issues

• Experience building or scaling support teams in a global environment

• Experience with support analytics, SQL, low-code automation, or lightweight scripting to investigate issues and improve workflows