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Customer Support Lead

Trust WalletRemote - GlobalOperations
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Salary
Not listed
Job type
Full-time
Work mode
Remote
Posted
9 Sept 2026
Status
Open · checked 8d ago

About this role

Trust Wallet is seeking a Customer Support Lead for a global remote position to direct and expand the customer support division. This opportunity suits an experienced support professional eager to combine technical troubleshooting with AI-powered support innovation.

Role Overview

In this position, the Customer Support Lead manages and develops the support team while optimizing service quality and operational workflows. The person in this role oversees day-to-day operations across both human and AI support channels, resolves complex technical user cases, and collaborates across departments to elevate the user experience. Responsibilities include defining performance metrics, establishing human escalation policies, and partnering with the AI Platform team to drive support automation and rollout readiness.

Key Responsibilities

Lead, manage, coach, and hire members of the customer support team.
Supervise daily support operations across human and AI channels to ensure timely problem resolution.
Handle escalated or complex technical user cases and product issues.
Create scalable support workflows, knowledge management systems, and accurate guidance documentation.
Collaborate with product, engineering, and operations teams to share user feedback and resolve issues.
Track key performance metrics such as SLA, CSAT, resolution time, backlog, repeat contacts, and cost per resolved issue.
Review conversation logs to identify incorrect or unsafe AI responses and continuously improve automation and self-service tools.
Define escalation guidelines for high-risk scenarios and train staff on effective handoffs.
Partner with the AI Platform team to establish acceptance criteria, monitor post-launch performance, and guide future expansions.

Requirements

Prior experience leading and managing customer service or support teams.
Strong technical troubleshooting capabilities, including the ability to reproduce issues, read logs and APIs, utilize blockchain explorers, and supply evidence to engineering.
Working familiarity with crypto wallet transactions, network fees, security topics, and sensitive escalation scenarios.
Background in designing or enhancing support operations, service quality, and workflows.
Hands-on production experience operating or improving AI-powered customer support with measurable outcomes.
Practical knowledge of AI retrieval limits, conversation evaluations, and human handoff strategies.
Strong strategic thinking combined with hands-on execution skills.
Effective communication, stakeholder management, and problem-solving abilities.
Comfort operating in a fast-paced, cross-functional, and global environment.
Right to work in the country where you are based for this remote role.

Nice to Have

Experience working in crypto, Web3, fintech, or technology-driven companies.
Background supporting consumer-facing digital products.
Familiarity with CRM systems, help centers, support platforms, chatbots, and AI tools.
Knowledge of blockchain, crypto, or web3 specific user issues.
Experience building or scaling support organizations globally.
Familiarity with SQL, support analytics, low-code automation, or lightweight scripting.

Skills and Tools

SQL
CRM systems and help center platforms
Chatbot and AI support tooling
Blockchain explorers and API information analysis

About the Company

Trust Wallet is the leading non-custodial cryptocurrency wallet trusted by over 200 million individuals globally to securely manage digital assets. The organization offers support for over 10 million assets across more than 100 blockchains, backed by self-custody technology and a growing ecosystem. Trust Wallet operates with a flat organizational structure, international teams, and a commitment to being an equal opportunity employer.

How to Apply

Candidates should review all position details and apply directly on the official company careers page.

Skills and tech stack

SQL

Questions candidates ask

Is this job remote?

Yes, this is a global and fully remote role, though applicants must have the right to work in their current country of residence.

What department does this role belong to?

This position is part of the Operations department at Trust Wallet.

What are the main responsibilities of the Customer Support Lead?

The lead manages the support team, oversees day-to-day operations across AI and human channels, handles escalations, builds scalable workflows, tracks performance metrics, and partners with the AI Platform team to improve automation.

What experience is required with AI-powered support?

Candidates must have hands-on experience operating or improving AI-powered customer support in production, with clear examples of contributions and measurable outcomes.

Are there preferred qualifications for this position?

Preferred qualifications include experience in crypto, Web3, fintech, or consumer tech, familiarity with support platforms and CRM systems, and knowledge of SQL or support analytics.

How should I submit my application?

Interested candidates should submit their application directly through the official company careers page.

Ready to apply?

The application is on the official Trust Wallet careers page.

Apply on company site