Head of Operations

About the role

We are seeking a strategic leader to act as the Command Center for our People & Culture department. This remote, high‑availability position oversees the critical front‑line functions of Customer Support and Withdrawal, ensuring our 24/7 global engine runs with precision in the fast‑moving Web3 economy.

Key responsibilities

• Lead and scale the Customer Support and Withdrawal teams, maintaining 24/7 performance and quality.
• Design and implement handover protocols that keep operations seamless across all time zones.
• Oversee withdrawal and payment queues, acting as the final escalation point for high‑value transactions.
• Own workflow optimization in Linear and Ashby, eliminating recurring friction points.
• Analyze response times, withdrawal speeds, and team efficiency to drive staffing and process decisions.
• Partner with the People & Culture Lead to recruit, train, and mentor the next generation of operations specialists.

Required profile

• Proven leader of people and processes in a decentralized, 24/7 environment.
• Strong systems‑thinking ability to transform complex tickets into streamlined protocols.
• Availability to manage surges and high‑value escalations seven days a week.
• Analytical rigor with a focus on throughput, error rates, and resolution times.
• Deep understanding of Web3 mechanics, digital assets, and wallet security.

Required skills

• Linear
• Ashby