JOB DESCRIPTION – CUSTOMER SUPPORT TEAM LEAD

Company: KoinBX
Department: Customer Support
Position: Customer Support Team Lead
Industry: FinTech / Cryptocurrency / Blockchain
Experience: 5–7 Years
Location: Madurai
Employment Type: Full-Time

Job Summary

We are looking for an experienced and result-oriented Customer Support Team Lead with a strong background in FinTech, Cryptocurrency, Blockchain, or related industries. The ideal candidate will be responsible for managing the customer support team, ensuring excellent customer service, resolving escalated issues, and maintaining high customer satisfaction.

Key Responsibilities

- Lead, manage, and motivate the customer support team to achieve performance targets.
- Handle complex customer queries and escalations related to cryptocurrency transactions, deposits, withdrawals, KYC, and account-related issues.
- Monitor daily team performance, productivity, SLA, CSAT, and resolution rates.
- Ensure timely and effective resolution of customer complaints and technical issues.
- Develop and implement customer support processes, SOPs, and service improvement strategies.
- Coordinate with technical, compliance, operations, and product teams to resolve customer issues.
- Conduct team training, coaching, and performance evaluations.
- Prepare daily, weekly, and monthly performance reports.
- Ensure compliance with company policies, security standards, and regulatory requirements.




- Identify recurring customer issues and recommend process improvements.

Required Skills & Qualifications

- Bachelor's degree in any discipline.
- 5–7 years of experience in Customer Support / Customer Service / Technical Support.
- Minimum 1–2 years of team handling or leadership experience.
- Experience in FinTech, Crypto Exchange, Blockchain, Banking, or Financial Services is preferred.
- Strong understanding of cryptocurrency transactions, blockchain concepts, KYC, deposits, and withdrawals.
- Excellent communication and problem-solving skills.
- Experience handling customer escalations and managing support teams.
- Knowledge of CRM tools, ticketing systems, and customer support platforms.
- Ability to work in rotational shifts, if required.

Preferred Industry Experience

- Cryptocurrency Exchanges
- FinTech Companies
- Blockchain / Web3 Companies
- Banking and Financial Services
- Payment Gateways and Digital Payments

Key Performance Indicators (KPIs)

- Customer Satisfaction Score (CSAT)
- First Response Time (FRT)
- First Contact Resolution (FCR)
- Ticket Resolution Rate
- SLA Compliance
- Team Productivity
- Escalation Management

Interested candidates can share their updated resumes with the HR team. 89255 26066

Pay: ₹600,000.00 - ₹800,000.00 per year

Advantages:

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

Work Location: In person

📌 CUSTOMER SUPPORT TEAM LEAD (Madurai)
🏢 KoinBX
📍 Madurai