Customer Support Team Lead

6 days ago

Canada Cryptio Full time

About Cryptio We’re Cryptio. We build infrastructure to bring financial integrity to the crypto economy. Our enterprise-grade back-office and data platform power mission‑critical accounting, reporting, and operational workflows for institutions, corporates, and crypto‑native organisations. We’re trusted by leaders like Circle, Société Générale, Uniswap, Gemini, and the Government of El Salvador. We’ve raised $26m from top investors including Point Nine, 1kx, Tim Draper, and Ledger Cathay. The opportunity We’re hiring a Customer Support Team Lead to oversee the day‑to‑day operations of Cryptio’s Level 1 (L1) Support team . You’ll ensure our customers receive timely, accurate, and empathetic support, while developing the team behind that experience. As part of the Customer Operations function, you’ll manage scheduling, coach team members, monitor performance, and keep our support operations running smoothly. You’ll work closely with Sheila Maher, our Head of Customer Support & Systems, to drive improvements, develop talent, and make sure the team consistently meets SLA expectations. This role is ideal for someone who combines strong organisation and people leadership with a genuine focus on customer experience and operational excellence. What you’ll do Lead the daily operations of the L1 Support team, ensuring full coverage across channels and smooth coordination of workloads Manage scheduling, prioritisation, and day‑to‑day workflow adjustments Run weekly 1:1s and support bi‑annual review cycles, providing clear feedback and development guidance Set goals, track performance, and support the growth of each team member Hire and onboard new team members as the team expands Monitor ticket queues, team inboxes, and support metrics to ensure SLA compliance Identify operational trends and recommend incremental improvements to tools, processes, and documentation Ensure customer interactions meet a high standard of quality, clarity, and empathy Surface recurring customer issues and share insights with the Head of Customer Support & Systems and other internal teams We’re looking for someone who Has experience leading or coaching customer support teams in a SaaS, fintech, or operations environment Brings strong organisational skills, attention to detail, and a steady operational mindset Communicates with clarity and empathy — both with customers and internally Is proactive, structured, and comfortable making day‑to‑day decisions that keep the team moving Enjoys developing people and fostering a positive, collaborative team culture Has familiarity with support workflows, SLAs, and ticketing best practices Is comfortable using support and operations tools such as Plain, Linear, Notion, Slack, and Excel Why you’ll love this role Play a key role in shaping Cryptio’s customer experience Lead and grow a team that interacts with our customers every day Work closely with experienced leaders across Support, Delivery, Success, Product, and Engineering Influence support processes, tooling, and operational improvements See your work directly reflected in customer satisfaction, response times, and team development Interview process Here’s what you can expect as we get to know one another: Talent Screen - 30 min 1st Interview - 30 min Case study sendoff Case Presentation - 1 hour Final Interview - 45 min Perks Remote or Hybrid working ️ 25 days paid holiday plus bank holidays

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