Customer Support Manager (Chat & Voice) | SunCrypto | Jaipur | Full time, on-site | 3–5 years managing a team

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.
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. 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. This role reports to the Head of Operations.

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 fast, 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.

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.
Hire, train and onboard new executives; build a bench of team leads and senior agents so the floor never depends on one person.
Set clear KPIs, run weekly one-on-ones and coaching sessions, and manage performance up or out, fairly and on time.
Chat, voice and ticketing operations
Own the ticketing and voice systems (Freshdesk and call/IVR tooling) end to end.
Handle escalations and sensitive cases, account freezes, failed withd

📌 Senior Customer Support Manager (Jaipur)
🏢 Suncrypto
📍 Jaipur