Customer Support Lead

About the CompanyWe are looking for an experienced, customer-centric, and operationally strong Customer Support Manager to lead customer support operations across the Blockmaze ecosystem. This role will be responsible for managing the support team, improving customer experience, handling escalations, and ensuring seamless support for users, merchants, partners, and institutional clients across our blockchain, payments, tokenization, and digital asset platforms. The ideal candidate should have experience in fintech, crypto, payments, forex, banking, or technology-driven customer support environments.

About the RoleWe are looking for an experienced, customer-centric, and operationally strong Customer Support Manager to lead customer support operations across the Blockmaze ecosystem.

Responsibilities

Team Leadership & ManagementLead, mentor, and manage the customer support team across multiple shifts and regions.Set team KPIs, SLAs, productivity metrics, and quality standards.Conduct regular team reviews, performance evaluations, and coaching sessions.Hire, train, and develop customer support associates and team leads.

Customer Experience & OperationsOversee all customer interactions across email, live chat, ticketing systems, and CRM platforms.Ensure timely resolution of customer issues related to:Account onboardingKYC/KYB verificationWallet access and transaction issuesDeposits and withdrawalsMerchant settlementsPlatform navigation and technical queriesHandle high-priority customer escalations and critical incidents.

Process ImprovementBuild and optimize SOPs, workflows, escalation matrices, and knowledge base documentation.Identify recurring customer pain points and work with product, tech, compliance, and operations teams to improve user experience.Monitor ticket trends, resolution times, and support analytics.

Compliance & Risk CoordinationWork closely with compliance and risk teams on AML, fraud monitoring, suspicious activity, and account reviews.Ensure support processes align with internal compliance and regulatory standards.

Cross-Functional CollaborationCoordinate with product, engineering, compliance, payments, and business teams for issue resolution and process improvements.Provide customer insights to help shape product roadmap and operational improvements.

Qualifications7-12 years of experienceFull-Time Employment TypeLocation: Mohali

Required SkillsExcellent communication and leadership skills.Strong experience managing support team in fintech, payments, crypto, forex, or banking.Experience with support and CRM tools such as:ZendeskFreshdeskSalesforceStrong understanding of: Blockchain and digital assetsWallet infrastructurePayment operationsKYC / AML processesRisk and fraud preventionStrong analytical and reporting skills.

Preferred SkillsExperience managing global customer support operations.Experience supporting institutional clients, merchants, or enterprise customers.Ability to work in a fast-paced startup environment with global teams.

Pay range and compensation packageOpportunity to work in a fast-growing blockchain ecosystem.Exposure to tokenization, payments, compliance, and Web3 infrastructure.Career growth in fintech and digital asset operations.Competitive compensation and performance incentives.

Equal Opportunity StatementWe are committed to diversity and inclusivity.