Customer Support Manager

Our client, a leading fintech company headquartered in Switzerland, is on a mission to democratize wealth management through user-friendly crypto and financial products.

In this exciting role, you will:

• Lead and Empower: Lead, coach, and scale high-performing internal and external community support teams.
• Strategic Visionary: Set a clear vision for support, ensuring everyone is aligned and contributes to growth.
• Data-Driven Improvement: Foster a data-driven culture and implement KPIs to track progress and identify optimization opportunities.
• Collaboration & Efficiency: Collaborate with key stakeholders (PMs, engineers, leadership) to drive continuous improvement and prepare for hyper-growth.
• Project Management: Coordinate various community support projects, streamlining processes and ensuring user satisfaction.
• Senior Leadership: Work directly with senior leaders on strategic planning, reporting, and initiatives to guarantee an exceptional user experience.
• Scalability & Structure: Structure the support organization with future expansion in mind.

To be successful, you will possess:

• Experience in leading, coaching, and scaling support teams within the crypto or financial services industry (a plus).
• A STEM, Economics, or Finance degree with 3+ years of experience in a fast-paced startup environment.
• A proven track record of success and achievement.
• Proficiency in various communication channels and tools (Zendesk, data tools, chat platforms preferred).
• Experience collaborating effectively with technical teams.
• A "go-getter" attitude with a drive to improve all areas and complete projects successfully.
• A passion for the company's mission and a desire to empower others through leadership and training.
• A naturally curious nature with a strong desire to make a real impact.
• Excellent communication and persuasion skills to effectively build consensus and execute plans.