Customer Support Manager

About the role

Coinme is looking for a senior leader to transform its customer support function from reactive to proactive. The Support Manager will shape the culture, processes, and automation strategy that keep our crypto‑kiosk network running smoothly.

Key responsibilities

• Lead and develop CSR and CSS agents, including 1:1 coaching, performance reviews, and hiring decisions.
• Manage the LATAM contractor workforce, overseeing onboarding, scheduling, and cultural integration.
• Identify skill gaps and implement targeted training programs.
• Own the overall performance of the support organization across all tiers.
• Design and refine escalation frameworks, workflow logic, and tier structures as volume and complexity evolve.
• Drive automation initiatives to eliminate recurring tickets and streamline manual processes.

Required profile

• Senior operational leader with a holistic view of support, product, engineering, and compliance.
• Proven ability to deconstruct complex, multi‑layered problems into automatable components.
• Strategic thinker who can anticipate gaps and solve cross‑functional requests.
• Strong people‑management skills and a bias toward building high‑performing, independent teams.

Required skills

What we offer

• Opportunity to shape a fast‑growing fintech platform at the forefront of blockchain adoption.
• Collaborative environment where ideas have immediate impact.
• Competitive compensation and benefits package.