Crypto Support Lead

Crypto Support Lead

Company: Reliant HR Consultancy & Facility Management WLL

Location: Remote

Employment: Full-time

Compensation: $200,000 – $240,000 USD per year (base), depending on experience

About the role

Reliant HR Consultancy & Facility Management WLL is hiring a Crypto Support Lead to own customer and user support for crypto products and partner programs. You’ll lead the support queue, set quality standards, handle complex escalations, and turn recurring issues into clear fixes with product and ops.

Responsibilities

• Own support strategy, SLAs, and quality standards for crypto-related tickets
• Lead and coach support agents/moderators on crypto workflows and tone
• Handle high-severity escalations (failed payments, wallet issues, account access, scams)
• Build and maintain help-center articles, macros, and troubleshooting playbooks
• Track support KPIs (first response, resolution time, reopen rate, CSAT)
• Partner with product, ops, and compliance on recurring defects and risk cases
• Improve intake triage so urgent crypto incidents get the right priority
• Train the team on phishing/scam patterns and safe user guidance

Requirements

• 3–6 years in customer support or support leadership; 1+ year in crypto, fintech, or payments
• Strong understanding of wallets, transactions, exchanges, and common crypto user issues
• Experience leading a support queue and coaching agents
• Clear written English for tickets, macros, and help docs
• Comfortable working with ticketing tools and remote async teams
• Calm, precise communication under incident pressure
• Ability to turn support patterns into actionable product/ops feedback

Nice-to-haves

• Experience with Discord/Telegram community support handoffs
• Familiarity with compliance-sensitive support (KYC, Travel Rule, account freezes)
• Prior ownership of a help center or support QA program