About the Role We are looking for an experienced customercentric 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 The ideal candidate should have experience in fintech crypto payments forex banking or technologydriven customer support environments Experience Required 712 years Employment Type FullTime 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 Oversee all customer interactions across email live chat ticketing systems and CRM platforms 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 highpriority 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 CrossFunctional Collaboration Coordinate with product engineering compliance payments and business teams for issue resolution and process improvements Provide customer insights to help shape product roadmap and operational improvements Required Skills Excellent communication and leadership skills Strong experience managing support team in fintech payments crypto forex or banking Experience with support and CRM tools such as Zendesk Freshdesk Salesforce Strong understanding of Blockchain and digital assets Wallet infrastructure Payment operations KYC AML processes Risk and fraud prevention Strong analytical and reporting skills Preferred Qualifications Experience managing global customer support operations Experience supporting institutional clients merchants or enterprise customers Ability to work in a fastpaced startup environment with global teams What We Offer Opportunity to work in a fastgrowing blockchain ecosystem Exposure to tokenization payments compliance and Web3 infrastructure Career growth in fintech and digital asset operations Competitive compensation and performance incentives

📌 Customer Support and Operations Manager (Jaipur)
🏢 FINVASIA CAREER
📍 Jaipur