Hello!
I am currently looking for a position as a Customer Support Manager / Support Lead. Customer support background in exchanges: 1.5 years in crypto exchange platforms and 3 years in centralized exchanges, working directly with user requests, verifications, and incident resolution.

About me:
Extensive experience in building, managing, and scaling customer support operations within fast-paced tech and blockchain environments. I bring strategic thinking, excellent communication agility, and a high level of empathy toward users.

💼 Core Competencies:

— Support team setup from scratch: Implementation of internal workflows, creation of knowledge bases, automation of routine processes.
— Multichannel support: Managing customer communication via live chat, Telegram, email, Zendesk, Intercom, and more.
— Team leadership: Recruitment, onboarding, training, and development of support agents (1st–2nd line).
— Analytics & quality improvement: KPI monitoring (SLA, CSAT, FRT) and execution of solutions to enhance customer satisfaction.
— Handling complex cases: Working with escalations, sensitive issues, and conflict resolution.
— Partner & B2B communication: Supporting key partners and coordinating effectively with other departments (development, marketing, security).
— Strong knowledge of crypto & blockchain: Hands-on experience with Web3, DeFi, NFTs, trading, and transaction verification.
— Cross-functional contributions: Experience in QA, content localization, user education, and translation.

🚀 Additional Skills:

— Digital Marketing Manager – over 7 years of experience
— Cybersecurity Manager – focus on internal process auditing and risk mitigation
— Project Manager – skilled in team coordination, process optimization, and goal delivery
— Crypto Trading – coin analysis, strategy development, and risk management

Telegram contact: @oxute