About the Client
Our client is a leading crypto processing company, serving high-risk industries like iGaming, fintech, and e-commerce. They provide secure, efficient crypto payment solutions that help businesses minimize transaction costs and expand globally.
Role Overview
As Lead Technical Support, you will oversee the entire support function for crypto payment processing, ensuring seamless merchant integration, technical troubleshooting, and ongoing service optimization. You’ll lead a team, implement best practices, and collaborate with cross-functional teams to enhance platform reliability and customer satisfaction.
Key Responsibilities
- Manage & Lead the Support Team – Oversee a team of technical support specialists, allocate tasks, and ensure top-tier service delivery.
- Enhance Support Processes – Develop and optimize workflows, documentation, and troubleshooting procedures to improve efficiency.
- Merchant Support & Onboarding – Lead complex integration processes and ensure merchants are supported throughout their lifecycle.
- Technical Issue Resolution – Guide the resolution of escalated incidents, ensuring quick and effective troubleshooting.
- System Monitoring & Incident Management – Proactively oversee system performance, identifying and addressing issues before they escalate.
- Cross-Department Collaboration – Work closely with engineering, product, and compliance teams to enhance platform stability and address recurring issues.
- Performance Tracking & Reporting – Define key metrics, track SLA adherence, and provide reports to senior management.
Requirements
- Leadership Experience – Proven experience managing or mentoring a technical support team.
- Crypto & Payment Expertise – At least 2 years in crypto payments or fintech, with a deep understanding of blockchain transactions.
- Technical Proficiency – Strong troubleshooting skills and experience with API integrations, monitoring tools, and payment systems.
- Fluency in English & Russian – Ability to communicate effectively with global teams and clients.
- Problem-Solving Mindset – Ability to anticipate, analyze, and resolve technical challenges efficiently.
Key Soft Skills
- Strong leadership and team management abilities.
- Excellent communication and client-facing skills.
- Strategic thinking and a proactive problem-solving approach.
What We Offer
- Competitive Salary & Growth Opportunities – Performance-based salary increases and career development.
- Flexible Work Schedule – Rotating shifts with adjusted scheduling as the team grows.
- Innovative Work Environment – Join a fast-growing, forward-thinking company in blockchain and fintech.
- Autonomy & Leadership – Opportunity to shape the technical support function and lead a high-performing team.
Hiring Process
- Application
- Screening Call
- Home Task
- Final Interview
- Offer
Join Us Today!
If you're analytical, detail-oriented, and eager to make an impact in the crypto world, we’d love to hear from you! Apply now to be part of an innovative team shaping the future of blockchain payments.
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