Customer Support Manager

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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