About the Role

We are looking for an experienced, customer-centric, and operationally robust Customer

Support Manager to lead customer support operations across the Blockmaze ecosystem. This

role will be responsible for managing the support team, improving customer experience,

handling escalations, and ensuring seamless support for users, merchants, partners, and

institutional clients across our blockchain, payments, tokenization, and digital asset platforms.

technology-driven customer support environments.
- Experience Required

7-12 years
- Employment Type

Full-Time
- Location

Mohali
- Key Responsibilities

Team Leadership & Management
- Lead, mentor, and manage the customer support team across multiple shifts and regions.
- Set team KPIs, SLAs, productivity metrics, and quality standards.
- Conduct regular team reviews, performance evaluations, and coaching sessions.
- Hire, train, and develop customer support associates and team leads.Customer Experience & Operations

Ensure timely resolution of customer issues related to:
- Account onboarding




- KYC/KYB verification
- Wallet access and transaction issues
- Deposits and withdrawals
- Merchant settlements
- Platform navigation and technical queries
- Handle high-priority customer escalations and critical incidents.

Process Improvement
- Build and optimize SOPs, workflows, escalation matrices, and knowledge base documentation.
- Identify recurring customer pain points and work with product, tech, compliance, and operations teams to improve user experience.
- Monitor ticket trends, resolution times, and support analytics.

Compliance & Risk Coordination
- Work closely with compliance and risk teams on AML, fraud monitoring, suspicious activity, and account reviews.
- Ensure support processes align with internal compliance and regulatory standards.

Cross-Functional Collaboration
- Coordinate with product, engineering, compliance, payments, and business teams for issue resolution and process improvements.
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📌 Customer Support and Operations Manager (Nagar)
🏢 FINVASIA CAREER
📍 Nagar