About the Role

We are looking for an experienced Customer Support Manager to lead and own our end-to-end customer support

function , across voice support, and ticketing for our cryptocurrency exchange platform. This role requires

someone who deeply understands crypto trading, wallets, KYC, and exchange operations, and can lead a support

team to deliver fast, accurate, and compliant resolutions to a demanding, always-on user base.

The ideal candidate has managed a multi-channel support team before, is comfortable working in a fast-paced and

can independently drive support quality, team performance, and customer satisfaction.

Key Responsibilities

1. Team Management & Leadership

- Lead, mentor, and manage the day-to-day performance of the customer support team across chat and call

channels, including shift planning and roster management for 24/7 or extended-hours coverage.

- Hire, train, and onboard new support agents; build a strong bench of team leads/senior agents to ensure

continuity.

- Set clear performance goals (KPIs) for the team and conduct regular performance reviews, coaching, and

skill-development sessions.

- Foster a culture of ownership, empathy, and accountability within the support team.

2. Chat & Voice Support Operations

- Own end-to-end management of voice/call support, and ticketing systems (e.g., Freshdesk) to ensure timely

and accurate resolution of user queries.

- Define and monitor SLAs for first response time, resolution time, and CSAT across all channels.
- Handle escalations, high-severity user complaints, and sensitive cases (e.g., account freezes, failed

withdrawals, suspected fraud) with sound judgment and urgency.





- Ensure round-the-clock support coverage, given the 24/7 nature of crypto trading.

3. Crypto/Exchange-Specific Support

- Ensure the team is well-versed in handling queries related to deposits/withdrawals, wallet issues, trading

(Spot/Futures), fees, and account security.

- Work with Product and Tech teams to relay recurring user issues, bugs, and platform feedback for continuous

improvement.

- Stay current on crypto market developments, new listings, and platform features to ensure the team can

support users accurately and confidently.

4. Process, Quality & Reporting

- Build and continuously refine SOPs, macros/canned responses, escalation matrices, and knowledge-base

content for the support team.

- Conduct regular quality audits of chat and call interactions to ensure tone, accuracy, and compliance standards

are met.

- Track and report key support metrics (CSAT, NPS, AHT, FRT, ticket backlog, resolution rate) to leadership on

a regular basis.

- Manage support budgets, tooling costs, and vendor relationships (BPO partners, if applicable).

Required Skills & Qualifications

- 3–5 years of experience in a team management role handling both chat and voice support.
- Prior experience in a Crypto exchange, FinTech, Payments, Stock Broking, or other regulated financial





services environment is strongly preferred.

- Solid understanding of cryptocurrency concepts — trading, wallets, blockchain basics, KYC/AML processes

or a strong willingness and ability to get up to speed quickly.

- Hands-on experience with helpdesk/CRM tools (Freshdesk) and call center/IVR systems.
- Strong people management skills : hiring, coaching, performance management, and conflict resolution.
- Data-driven approach : comfortable working with support dashboards, SLAs, and metrics to drive decisions.
- Excellent written and verbal communication skills, with the ability to handle high-pressure, high-stakes

customer situations calmly.

- Ability to work in a 24/7 environment and manage shift-based team schedules.
- Bachelor's degree in any discipline; additional certifications in customer service/operations management are a

plus.

- High integrity and discretion, given exposure to sensitive financial and personal user data.

What Success Looks Like

- A well-structured, fully staffed support team with clear shift coverage across chat and voice

within the first 60–90 days.

- Defined and consistently met SLAs for response time, resolution time, and CSAT.
- A documented knowledge base, escalation matrix, and SOPs in place for common and high-severity issues.

Noticeable improvement in customer satisfaction scores and reduction in repeat/escalated tickets. Strong

working relationship with Compliance, Product, and Tech teams for faster issue resolution

Pay: ₹40,000.00 - ₹50,000.00 per month

Perks:

- Health insurance
- Provident Fund

Work Location: In person

📌 Customer Support Manager (India)
🏢 Angelic Infotech Private
📍 India