Job Description

Customer Support Manager (Chat & Voice) | SunCrypto | Jaipur |

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Full-time, on-site | 3–5 years managing a team

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This is a people-management role. You will supervise, coach and lead our Customer Support Executives and team leads, own their performance reports, and be accountable for the team‘s numbers. This is not a customer support executive or agent position, we are hiring the person who runs the team. If you have not managed a support team before, this role is not the right fit.

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We are looking for a hands-on Customer Support Manager to own our end-to-end support function, chat, voice and ticketing, for one of India‘s leading FIU-IND registered Indian cryptocurrency exchanges. You will run the floor, coach the team, own the numbers, and fix the problems behind the tickets, not just answer them.

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About SunCrypto

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SunCrypto is an FIU-IND registered Indian cryptocurrency exchange headquartered in Jaipur, offering spot trading, perpetual futures, Crypto SIP, staking and OTC to a large, always-on user base. Support is where our customers‘ trust is won or lost, often at 2 a.m. during a market move. This role reports to the Head of Operations.

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The role

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You will manage the customer support team (team leads and executives) across chat, voice and ticketing. You must understand crypto trading, wallets, KYC and exchange operations well enough to lead a team that delivers rapid, accurate and compliant resolutions to demanding customers, and you must be proactive: we want a leader who notices problems in the data and on the floor and fixes them before anyone asks.

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What you will own

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Team leadership

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- Lead, mentor and manage the day-to-day performance of the support team across chat and voice, including shift planning and roster management for 24×7 coverage.
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- Hire, train and onboard new executives; build a bench of team leads and senior agents so the floor never depends on one person.
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- Set clear KPIs, run weekly one-on-ones and coaching sessions, and manage performance up or out, fairly and on time.
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- Build a culture of ownership, empathy and accountability.
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Chat,



voice and ticketing operations

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- Own the ticketing and voice systems (Freshdesk and call/IVR tooling) end to end.
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- Define and hold SLAs for first-response time, resolution time and CSAT across every channel.
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- Handle escalations and sensitive cases, account freezes, failed withdrawals, suspected fraud, compliance holds, with sound judgement and urgency, and train the team to do the same.
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- Ensure round-the-clock coverage, with a plan for market-crash surges.
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Crypto-exchange support

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- Keep the team fluent in deposits and withdrawals, wallet issues, spot and futures trading, fees, KYC and account security.
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- Turn recurring tickets into root-cause reports for Product, Tech and Compliance, and follow them through to a fix.
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- Stay current on listings, features and market events so the team is never caught unprepared.
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Process, quality and reporting

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- Build and keep refining SOPs, macros, escalation matrices and the knowledge base.
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- Run regular quality audits of chats and calls for tone, accuracy and compliance.
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- Report CSAT, NPS, AHT, FRT, backlog and resolution rate to leadership weekly, with root-cause analysis on every drop and a plan with owners and dates.
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- Manage support tooling costs and vendor relationships (BPO partners, if any).
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What success looks like

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- Within 30–60 days: a fully staffed, well-structured team with clear shift coverage across chat and voice.
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- SLAs defined and consistently met for response time, resolution time and CSAT.
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- A documented knowledge base, escalation matrix and SOPs for common and high-severity issues.
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- A measurable rise in CSAT and a fall in repeat and escalated tickets.
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- A strong working relationship with Compliance,



Product and Tech that gets customer issues fixed faster.
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Requirements

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- 3–5 years in customer support, including at least 3 years directly managing a support team (executives reporting to you) across both chat and voice channels. Team-lead or manager experience is mandatory.
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- Proven track record of building performance reports for a support team and using them in reviews, coaching and staffing decisions.
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- Prior experience in a crypto exchange, fintech, payments, stock-broking or other regulated financial-services environment is strongly preferred.
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- Solid understanding of cryptocurrency concepts, trading, wallets, blockchain basics, KYC/AML, or a demonstrated ability to get up to speed fast.
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- Hands-on with helpdesk/CRM tools (Freshdesk or similar) and call-centre / IVR systems.
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- Strong people management: hiring, coaching, performance management and conflict resolution.
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- Data-driven: comfortable building and reading support dashboards and using SLAs and metrics to make decisions.
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- Excellent written and spoken English and Hindi; calm under pressure in high-stakes customer situations.
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- Able to work in a 24×7 environment and manage shift-based schedules, including occasional off-hours presence during incidents.
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- Bachelor‘s degree in any discipline; customer-service or operations certifications are a plus.
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- High integrity and discretion, you will handle sensitive financial and personal data.
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How we work

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- Numbers over narratives. The weekly report says what moved, why, and what we are doing about it.
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- Own the problem, not just the ticket. If deposits are slow, that is your problem too until it is fixed.
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- Regulated, and proud of it. We never over-promise and never disclose what we should not.
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Location: Jaipur, Rajasthan. Full-time, on-site.

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How to apply: apply through LinkedIn and include, in your application or CV, the size of the team you managed, your daily ticket volume, and the CSAT or resolution-time improvement you personally delivered. Applications without numbers will not be shortlisted.

📌 Customer Support Manager (Pragpura)
🏢 Suncrypto
📍 Pragpura