Head of Customer Support (Crypto Project) - Europe/Dubai

  • Date: 09 Jul 2024
  • Location: London
  • Work Type: Permanent / Full Time
We are seeking a Head of Customer Support to lead and innovate within a dynamic team. If you have a passion for enhancing customer experiences, driving team performance, and fostering cross-functional collaboration, this role is for you.

About the Role:

As the Senior Customer Support and Operations Team Lead, you will perform:

Set and report against monthly and quarterly performance targets.
Communicate key insights and obstacles to teams and the broader company.
Collaborate closely with product teams to improve the customer experience and reduce contacts through product changes.
Enhance quality, effectiveness, and efficiency within Customer Support.
Ensure teams provide high-quality and efficient support, meeting KPIs.
Identify performance improvement opportunities and support leads in performance management.
Lead group planning and ensure impactful plans aligned with regional and global OKRs.
Ensure agents and leads have the necessary resources.
Validate forecast data and review operational goals.

People Management:
Equip team leads with tools, training, and support.
Monitor and appraise job contributions and compliance with legal regulations.
Support team lead engagement and motivation.
Conduct interviews, make hiring decisions, and communicate job expectations.
Provide effective feedback and support leads in setting actionable growth goals.

Relationship Management:
Maintain networks with various stakeholders within the organization and vendor management team.
Participate in cross-team initiatives with stakeholders as needed.

Manage the team budget for assigned teams.
Audit/Regulatory Compliance:
Communicate with legal counsel to ensure compliance with governmental regulations.


1. Experience leading Customer Service or customer-facing Operations teams (KYC experience is a strong plus).
2. Proven ability to lead and develop teams, with experience managing team leads and customer service agents.
3. Passion for customer experience, technology, and team leadership.
4. Ability to multi-task, manage challenging situations, and oversee cross-team projects.
5. Highly analytical, with the ability to dive into numbers for process improvements, prioritization, and forecasting.
6. Track record of taking ownership and responsibilities beyond daily duties, while being a great team player.
7. Excellent collaboration and communication skills.
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