Summary

Role Summary

We’re seeking a proactive and strategic Customer Support Manager to lead and scale our support operations. You will oversee a team of specialists, set quality standards, design escalation paths, and ensure we deliver world-class support to Web3 users. This role is crucial for ensuring Tirex Labs maintains high CSAT scores and becomes the gold standard for Web3 user support.

Duties/Responsibilities

1. Lead, coach, and manage support specialists to ensure excellence in service delivery.
2. Design and implement support processes, SLAs, and escalation workflows.
3. Monitor performance metrics (FRT, ART, CSAT, NPS) and act on data insights.
4. Handle complex or escalated user issues when needed.
5. Collaborate with client teams to understand product updates, pain points, and user feedback.
6. Contribute to building a scalable knowledge base and internal training materials.
7. Report regularly to leadership and clients on performance, challenges, and opportunities for improvement.

Required Skills

1. Strong leadership skills and experience managing a remote, distributed team.
2. Excellent communication and conflict resolution skills.
3. Deep understanding of Web3 user needs and behaviors.
4. Familiarity with support platforms [Zendesk, Intercom, etc.] and analytics tools.
5. Ability to design, implement, and iterate on processes at scale.

Education and Experience

1. 3–5 years managing support teams, ideally in Web3, fintech, SaaS, or gaming.
2. Hands-on experience with escalations and crisis management.
3. No formal degree required, evidence of results and leadership ability is key.

Additional Requirements

Resume – include measurable results [CSAT scores, team size managed, response time improvements, etc.].

Cover Letter – explain your experience with Web3 users and why you’re passionate about improving their support experience.

Skills

• Communications Skills
• Cryptocurrency
• People Management
• Problem Solving