Customer Support Operations Manager

Job Summary

Building and leading the Tier 3 support team, the full-time Customer Support Operations Manager will design the team structure, manage escalations and complaints, and implement operational standards in a remote environment.

Key responsibilities

• Design and establish the Tier 3 team, including hiring specialists and creating a coaching culture
• Own and manage the workflows for escalations, complaints, and DeFi support, ensuring service levels and case-handling standards are met
• Define escalation paths and accountability between Tier 1, Tier 2, and in-house specialists, while reporting on metrics and trends

Required qualifications

• 6+ years in customer support operations with responsibility for team performance and service levels
• 3+ years of experience leading managers or team leads
• Proven experience in building or scaling an in-house escalations or specialist support team
• Strong operational judgment in handling complex and sensitive cases
• Experience in regulated environments such as fintech, brokerage, or banking