Customer Support Manager

As a Customer Support Manager at Suncrypto, you lead and own the end-to-end customer support function across voice support and ticketing for a cryptocurrency exchange platform. You manage a support team serving a 24/7, always-on user base, requiring deep knowledge of crypto trading, wallets, KYC, and exchange operations. This role demands someone who can independently drive support quality, team performance, and customer satisfaction in a fast-paced environment.

What you'll do

• Lead, mentor, and manage the day-to-day performance of the customer support team across chat and call channels, including shift planning and roster management for 24/7 or extended-hours coverage
• Hire, train, and onboard new support agents; build a strong bench of team leads and senior agents to ensure continuity
• Set clear performance goals and KPIs for the team and conduct regular performance reviews, coaching, and skill-development sessions
• Foster a culture of ownership, empathy, and accountability within the support team
• Own end-to-end management of voice and call support, and ticketing systems such as Freshdesk, to ensure timely and accurate resolution of user queries
• Define and monitor SLAs for first response time, resolution time, and CSAT across all channels
• Handle escalations, high-severity user complaints, and sensitive cases including account freezes, failed withdrawals, and suspected fraud with sound judgment and urgency
• Ensure round-the-clock support coverage given the 24/7 nature of crypto trading
• Ensure the team is well-versed in handling queries related to deposits and withdrawals, wallet issues, trading (Spot and Futures), fees, and account security
• Work with Product and Tech teams to relay recurring user issues, bugs, and platform feedback for continuous improvement
• Stay current on crypto market developments, new listings, and platform features to ensure the team can support users accurately and confidently
• Build and continuously refine SOPs, macros and canned responses, escalation matrices, and knowledge-base content for the support team
• Conduct regular quality audits of chat and call interactions to ensure tone, accuracy, and compliance standards are met
• Track and report key support metrics (CSAT, NPS, AHT, FRT, ticket backlog, resolution rate) to leadership on a regular basis
• Manage support budgets, tooling costs, and vendor relationships such as BPO partners if applicable

What you bring

• 3-5 years of experience in a team management role handling both chat and voice support
• Prior experience in a crypto exchange, FinTech, Payments, Stock Broking, or other regulated financial services environment, strongly preferred
• A solid understanding of cryptocurrency concepts including trading, wallets, blockchain basics, and KYC/AML processes, or a strong willingness and ability to get up to speed quickly
• Hands-on experience with helpdesk and CRM tools such as Freshdesk, and call center and IVR systems
• Strong people management skills including hiring, coaching, performance management, and conflict resolution
• A data-driven approach and comfort working with support dashboards, SLAs, and metrics to drive decisions
• Excellent written and verbal communication skills, with the ability to handle high-pressure, high-stakes customer situations calmly
• The ability to work in a 24/7 environment and manage shift-based team schedules
• High integrity and discretion, given exposure to sensitive financial and personal user data
• A bachelor's degree in any discipline

Nice to have

• Additional certifications in customer service or operations management

What we offer

• Health insurance
• Provident Fund