Customer Support Manager

As a Customer Support Manager at SunCrypto, you lead the customer support team across chat, voice and ticketing for one of India's leading FIU-IND registered cryptocurrency exchanges. You manage team leads and executives, own their performance, and run the floor end to end. This is a people-management role for someone who has led a support team before; if you have not managed a support team, this role is not the right fit.

What you'll do

• Lead, mentor and manage day-to-day performance of the support team across chat and voice, including shift planning and roster management for 24x7 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 fairly and on time.
• Build a culture of ownership, empathy and accountability.
• 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 including account freezes, failed withdrawals, suspected fraud and 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.
• 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.
• Build and refine 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.

What you bring

• 3-5 years in customer support, including at least 3 years directly managing a support team (executives reporting to you) across both chat and voice channels. Team-lead or manager experience is mandatory.
• Proven track record of building performance reports for a support team and using them in reviews, coaching and staffing decisions.
• Solid understanding of cryptocurrency concepts, trading, wallets, blockchain basics, KYC/AML, or a demonstrated ability to get up to speed fast.
• Hands-on with helpdesk/CRM tools such as Freshdesk and call-centre or IVR systems.
• Strong people management: hiring, coaching, performance management and conflict resolution.
• Data-driven: comfortable building and reading support dashboards and using SLAs and metrics to make decisions.
• Excellent written and spoken English and Hindi; calm under pressure in high-stakes customer situations.
• Able to work in a 24x7 environment and manage shift-based schedules, including occasional off-hours presence during incidents.
• Bachelor's degree in any discipline.
• High integrity and discretion; you will handle sensitive financial and personal data.

Nice to have

• Prior experience in a crypto exchange, fintech, payments, stock-broking or other regulated financial-services environment.
• Customer-service or operations certifications.

What we offer

• Full-time, on-site position in Jaipur, Rajasthan.

About SunCrypto

SunCrypto is an FIU-IND registered Indian cryptocurrency exchange headquartered in Jaipur, offering spot trading, perpetual futures, Crypto SIP, staking and OTC to a large user base. The role reports to the Head of Operations.