Head of Customer Support

Head of Customer Support Role: Head of Customer Support Location: Fully Remote , B2B Contract About the Role: On behalf of our client, an innovative Web3 and crypto platform, we are looking for a crypto-native, highly driven Head of Customer Support to take full ownership of day-to-day platform operations, user experience, and team coordination. In this role, you will lead an established remote support team while remaining actively hands-on. This is not a traditional customer service job, it goes far beyond closing tickets. You will act as a versatile Web3 operator: interacting with community members, analyzing on-chain transactions, testing emerging platforms, verifying provably fair systems, and shaping the brand’s voice on X. This is a dynamic, high-variety position. One hour you might assist a user with a complex deposit issue; the next, you are analyzing a transaction hash on-chain, reviewing a new platform feature, updating platform documentation, or drafting updates for X. You will have substantial autonomy to streamline processes and elevate the platform standard. If you are "chronically online," naturally curious, and love dissecting how Web3 products work under the hood, this role is built for you. What You’ll Do: Manage and support an existing team of remote support agents, ensuring high resolution standards and quick turnaround times. Engage directly with users to solve complex issues, gather feedback, and understand community sentiment. Keep platform data, guides, and listings accurate, verified, and continuously updated. Test new Web3 platforms and tools hands-on using a dedicated testing budget. Analyze blockchain transactions, wallet movements, and smart contract activity using block explorers. Learn, evaluate, and verify provably fair algorithms and gaming mechanisms. Help manage the platform’s presence on X from core product updates and insights to community engagement. Work directly with the founding team to surface user insights, platform improvements, and growth opportunities. Who We’re Looking For: We value native crypto intuition, intelligence, and ownership over a checklist of corporate years. Active in the Web3/crypto ecosystem with practical experience using self-custody wallets, DEXs, and block explorers (Etherscan, Solscan, etc.). Capable of coordinating a small remote team, setting clear workflows, and keeping operations organized. Autonomous and proactive, able to dig into unfamiliar systems and figure things out independently. Deeply familiar with crypto Twitter (X) culture, tone, and community dynamics. Fluent in English Experience in community management, customer operations, or Web3 product research is a plus, but genuine space literacy and sharp judgment matter most. About Meta Hire Group: Born in UAE Operating Globally. MetaHire Group is a specialist recruitment consultancy positioned at the high-velocity intersection of emerging technology, global gaming, and digital performance. With over a decade of elite expertise, we partner with visionary founders to architect the high-performance leadership teams defining the new economy. Department Marketing & Operations Locations Berlin, Dubai, Gibraltar, London, Marbella, Prague, Sliema, Stockholm Remote status Fully Remote About Meta Hire Group Born in Dubai, operating globally. We are specialising in HR consultancy operating at the high-velocity intersection of emerging tech, global gaming, and digital performance. With over a decade of elite expertise, we partner with visionary founders to architect the high-performance leadership teams defining the new economy. Our Specialized Verticals: - iGaming - Gaming & Interactive Media - Performance & Growth (Affiliate, SEO & Content) - Artificial Intelligence - Blockchain & Web3 - Longevity & HealthTech