Customer Support Lead

As a Customer Support Lead at Trust Wallet, you will lead and scale our customer support function while driving operational excellence, technical problem-solving, and AI-enabled support innovation. You manage the customer support team, improve support processes and service quality, and work cross-functionally to enhance the user experience. You combine strong support leadership and technical troubleshooting skills with hands-on experience operating and improving AI-powered support, owning service standards and operational outcomes across AI and human support channels.

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 you bring

• 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

Nice to have

• 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

What we offer

• Fully remote work with flexible working hours
• Competitive salary and benefits
• Excellent learning and career development opportunities
• Work alongside diverse, world-class talent in a flat organizational structure

About Trust Wallet

Trust Wallet is the leading non-custodial cryptocurrency wallet, trusted by over 200 million people worldwide to securely manage and grow their digital assets. With support for over 10 million assets across 100+ blockchains, Trust Wallet offers a seamless, multi-chain experience backed by industry-leading self-custody technology and a vibrant community.