Customer Support Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Lead based in Canada.

As Customer Support Lead, you will lead and scale a global customer support function in a fully remote, technology-driven environment. You will oversee both AI-powered and human support operations while ensuring high-quality, timely, and safe resolutions for users. The role combines people leadership, technical troubleshooting, support operations, and AI-enabled service innovation. You will establish service standards, improve workflows and knowledge systems, and use support data to drive measurable operational improvements. Working closely with Product, Engineering, Operations, and AI teams, you will turn customer insights and support issues into actionable improvements. This is an opportunity to shape a modern, scalable support organization at the intersection of customer experience, technology, and emerging digital products.

You will be responsible for leading the support organization, maintaining operational excellence, and continuously improving the experience delivered through both human and AI-powered channels.

• Lead, coach, develop, and grow the customer support team, including performance management, hiring, and training.
• Oversee day-to-day support operations across AI and human channels, ensuring timely, accurate, and high-quality issue resolution.
• Manage complex and escalated cases, particularly those involving technical product issues.
• Build scalable support processes, workflows, escalation policies, and knowledge management systems.
• Maintain accurate and consistent support guidance across AI and human channels.
• Track key performance indicators including SLA, CSAT, resolution time, backlog, verified resolution, repeat contacts, escalation quality, and cost per resolved issue.
• Monitor AI-generated responses for quality, accuracy, safety, and recurring failure patterns.
• Continuously improve AI support, automation, agent assistance, and self-service by reviewing conversations and unresolved cases.
• Translate support findings into knowledge updates, workflow improvements, evaluation scenarios, and prioritized product or engineering requirements.
• Define human escalation policies for high-risk situations, repeated AI failures, and explicit requests for human assistance.
• Partner with Product, Engineering, Operations, and AI teams to resolve issues and communicate customer feedback.
• Collaborate on AI support acceptance criteria, rollout readiness, and post-launch monitoring.
• Help define the long-term strategy for a scalable, technology-enabled global customer support organization.

Requirements:

The ideal candidate combines strong customer support leadership with technical troubleshooting capabilities, operational expertise, and hands-on experience with AI-powered support environments.

• Proven experience leading and managing customer support or customer service teams.
• Strong technical troubleshooting skills, including the ability to reproduce issues, interpret logs and API information, use blockchain explorers, and provide actionable evidence to engineering teams.
• Working knowledge of wallet transactions, blockchain networks, fees, and common security issues, with sound judgment when handling sensitive information or determining when escalation is required.
• Experience designing, implementing, or improving support operations, workflows, and service quality.
• Hands-on experience operating or improving AI-powered customer support solutions in production, with measurable examples of impact.
• Practical understanding of AI support limitations, knowledge retrieval, conversation evaluation, automation, and human handoffs.
• Ability to identify support failures and translate them into concrete operational, knowledge, product, or engineering improvements.
• Strategic mindset combined with a hands-on approach to execution.
• Excellent communication, stakeholder management, analytical, and problem-solving skills.
• Comfortable working in a fast-paced, highly collaborative, global environment.
• Experience with consumer-facing digital products is preferred.
• Familiarity with support platforms, CRM systems, help centers, chatbot solutions, and AI support tools is a plus.
• Experience with support analytics, SQL, low-code automation, or lightweight scripting is advantageous.
• Experience in crypto, Web3, fintech, or technology-driven companies is strongly preferred.
• Experience building or scaling support teams in a global environment is a plus.
• Must have the right to work in the country where you are based.

Benefits:

• Fully remote position with flexible working hours.
• Opportunity to work in a global organization with diverse, international teams.
• Flat organizational structure and collaborative working environment.
• Competitive salary and benefits.
• Strong learning and career development opportunities.
• Exposure to fast-paced, challenging, and technology-driven projects.
• Opportunity to contribute to the development of AI-enabled customer support and modern support operations.