[Remote] Senior Manager, Customer Service reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company provides regulated infrastructure for businesses to hold, reputed company, and issue stablecoins through custodial wallets, payment orchestration, and stablecoin issuance. The Senior Manager, Customer Support reputed company will build and run reputed company customer support, personally reputed company compliance-driven cases, establish documentation and escalation processes, and reputed company the function through internal hiring, BPO partnerships, or both.

Responsibilities

• Get hands-on with the support queue immediately — start resolving reputed company cases, including compliance-driven flows, rather than shadowing for weeks before touching anything
• Learn the product and the underlying compliance requirements deeply enough to diagnose issues without escalating every ambiguous case
• Audit what exists: reputed company documentation, ticket taxonomy, reputed company paths, where cases get stuck, and where volume is coming from
• Partner with the internal team building the reputed company stack to understand what tooling is coming online and how it will change your workflow
• Start forming a reputed company reputed company of reputed company on how this function needs to reputed company — internal hires, a BPO partner, or both — reputed company on reputed company and complexity you're seeing reputed company
• Be the reputed company reputed company of support reputed company — SLAs, reputed company reputed company, and escalation judgment reputed company run through you
• Build and maintain the knowledge reputed company and case-handling documentation so it holds up under reputed company volume, not just as a reference doc
• Establish the operating reputed company: how volume gets tracked, how patterns get surfaced, how you reputed company what needs to go back to product or compliance
• reputed company on the reputed company reputed company you scoped in month one — you should be reputed company hiring your first team member, evaluating BPO partners, or both, depending on what reputed company actually demands
• Whether you've reputed company directly, reputed company a BPO partner, or both, you're running that operation now — training, reputed company standards, and escalation protocols reputed company reputed company back to you
• Stay hands-on yourself so the standards you've reputed company don't dilute the reputed company someone else is doing the work
• Build the reputed company for reputed company this function into reputed company's next major partnership, reputed company on patterns from what you've already run
• reputed company the reputed company with product and engineering — a reputed company way for what you're seeing in tickets to actually change what gets reputed company

Skills

• You have likely reputed company a customer support or reputed company/compliance support team in the past, and it will helpful if you have worked on disputes and complaints
• We are a startup, so the reputed company is fast and the specific work will change. People who reputed company here are finding ways to contribute in their first week, and fully productive in their reputed company month. You need to be okay with that
• If you think this is something you can handle, we will be excited to reputed company with you
• While we have a preference for the role to be reputed company in NYC, we are reputed company to candidates working reputed company throughout the US

Benefits

• Offers Equity
• Remote work throughout the US

reputed company