Customer Support Manager

At Coinme, we’re redefining access to financial services in a digital world. By combining the cutting-edge power of blockchain technology with everyday simplicity, we make digital currencies accessible and usable for all.

As the world's largest network of cryptocurrency kiosks with over 40,000 locations nationwide, we're breaking down barriers to crypto adoption through our seamless mobile app, secure digital wallet, and DeFi integrations. Beyond our consumer offerings, we're also the infrastructure powering the crypto revolution for businesses.

Through our enterprise Crypto-as-a-Service (CaaS) platform, we enable businesses to launch crypto capabilities in weeks, not months. Our modular, API-first infrastructure provides everything from KYC and payment processing to liquidity and custody solutions—all fully licensed and compliant.

We’re big enough to lead the charge in decentralized finance but small enough that your ideas will make waves. Every role at Coinme contributes to building a financial future where everyone has the tools to thrive. At Coinme, your growth fuels our mission. Together, we RISE.

Role Summary

The Support Manager - Proactive is the senior operational leader for Coinme's customer support organization. This role requires a leader who thinks holistically about department performance — not just managing tickets, but building the systems, people, and culture that drive sustainable support quality at scale. The ideal candidate sees the full picture: how support connects to product, engineering, compliance, and the customer lifecycle, and translates that understanding into team execution.

A core mandate of this role is driving the transition from reactive support to a proactive support department. The right candidate thrives in complexity, can deconstruct multi-layered problems into automatable components, and has a bias toward building systems that prevent tickets from being created in the first place. They should see every recurring issue as an automation opportunity and every manual process as a candidate for elimination.

This is not a task management role. We are looking for someone who can own the strategic direction of the support org, identify gaps before they become problems, problem-solve complex cross-functional requests, and build a team that operates independently at a high standard.

Core Responsibilities

People Leadership & Development

• Own all people management for CSR and CSS agents: 1:1s, coaching, performance reviews, PIPs, hiring recommendations
• Build a culture of accountability, continuous improvement, and professional development
• Manage LATAM contractor workforce: onboarding, performance, scheduling, and cultural integration
• Identify skill gaps across the team and implement targeted training programs

Department Strategy & Operations

• Own the holistic performance of the support organization across all tiers
• Design and refine escalation frameworks, workflow logic, and tier structures as volume and complexity evolve
• Build and maintain reporting cadences that surface actionable insights — not just dashboards, but narratives about what's working and what isn't
• Capacity plan across shifts, geographies, and skill levels to balance cost and coverage
• Drive semi-annual OKR setting and retrospectives for the support org

Cross-Functional Leadership

• Represent Support in Product and Engineering discussions — advocate for customer pain points, surface bug patterns, and influence roadmap priorities
• Coordinate with Compliance on BSA/AML-adjacent support workflows and state-level regulatory requirements
• Own the cross-functional relationship with Legal — ensure escalation workflows are documented, consistently followed, and that response timelines meet legal and regulatory obligations.
• Partner with the Customer Success Operations Manager on tooling decisions, automation strategy, and AI optimization
• Collaborate with the Frontline Support Manager on escalation handoff quality and T1-to-T2 workflow efficiency

Proactive Support & Automation

• Drive the department's evolution from reactive ticket resolution to proactive support — identifying and addressing customer issues before they generate contact volume
• Analyze contact driver data to isolate repeatable, high-volume issue patterns and build automated solutions that eliminate them at the source
• Own the automation roadmap for the support org — evaluate, propose, and implement workflow automations, self-service tooling, and AI-driven solutions that reduce manual effort and improve resolution speed
• Partner with Engineering and Product to close feedback loops — ensure recurring support issues translate into product fixes, in-app guidance, or automated resolution paths rather than permanent manual workarounds
• Champion a complexity-first mindset: break down multi-step, cross-system problems into discrete components that can be systematized, automated, documented, or self-served
• Track and report deflection and automation metrics — measure the impact of proactive initiatives on ticket volume, cost-per-resolution, and customer effort score

Continuous Improvement

• Identify systemic inefficiencies in the support funnel and propose structural solutions
• Benchmark support performance against industry standards and competitors
• Evaluate and recommend tooling, automation, and process changes that reduce overall contact rates and cost-per-resolution while maintaining quality

Requirements

• 3+ years managing customer support or customer success teams, ideally in fintech, crypto, or regulated industries
• Demonstrated ability to think at a department level — connecting team performance to business outcomes
• Proven experience driving proactive support initiatives — reducing ticket volume through automation, self-service, workflow creation, or systemic fixes rather than adding headcount
• Strong ability to navigate complexity — can deconstruct multi-layered, cross-system problems and design scalable solutions
• Track record of identifying, proposing, and implementing automation workflows that measurably reduced manual effort or contact volume
• Experience managing distributed or remote teams across multiple time zones
• Strong analytical instinct — comfortable building reports, interpreting data, and making decisions from metrics
• Proven track record of coaching and developing team members, including difficult performance conversations
• Familiarity with CRM platforms (Intercom preferred, Zendesk or similar acceptable)
• Excellent written and verbal English communication
• Experience working with US-based leadership in a cross-cultural, remote environment

Nice to Have

• Experience in cryptocurrency, blockchain, or financial services
• Familiarity with compliance-adjacent support operations (BSA/AML, state licensing)
• Hands-on experience with AI-augmented support tools (Fin, chatbots, intelligent routing)
• Experience building or managing no-code/low-code automation workflows (Make, n8n, Zapier, or similar)
• Background in scaling support orgs during periods of business model transition

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