Customer Support Executive – Team Lead

Experience: 5–7 Years
Industry: Blockchain / Cryptocurrency / Crypto Exchange
Location: Madurai- Koinbx
Employment Type: Full-Time

Job Summary

We are looking for an experienced Customer Support Executive – Team Lead with 5–7 years of experience, preferably in the Blockchain or Cryptocurrency industry. The candidate will be responsible for managing the customer support team, handling escalations, monitoring team performance, and ensuring excellent customer service.

Key Responsibilities

- Lead and manage the Customer Support team to achieve service and performance targets.
- Handle complex customer queries and escalations professionally.
- Support customers with issues related to accounts, KYC, deposits, withdrawals, transactions, and trading.
- Monitor team performance, ticket volume, response time, resolution time, and SLA/CSAT.
- Train, mentor, and guide Customer Support Executives.
- Coordinate with KYC, Compliance, AML, Technical, Product, and Operations teams for issue resolution.
- Prepare daily, weekly,



and monthly customer support reports.
- Identify recurring customer issues and implement process improvements.
- Develop and maintain SOPs, FAQs, and support documentation.
- Ensure the team follows company policies, processes, and compliance requirements.

Required Skills

- 5–7 years of experience in Customer Support, with team-handling experience.
- Experience in Blockchain / Cryptocurrency / Crypto Exchange is preferred.
- Strong knowledge of crypto transactions, wallets, deposits, withdrawals, and trading.
- Excellent communication and interpersonal skills.
- Strong leadership, problem-solving, and decision-making abilities.
- Experience with CRM and ticketing platforms.
- Valuable analytical and reporting skills.
- Ability to work in rotational shifts and a fast-paced environment.

Benefits:

- Cell phone reimbursement
- Flexible schedule
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Customer Support Executive – Team Lead (India)
🏢 Aeternum
📍 India