What You'll Do

Manage and grow the US support team through hiring, coaching, QA, and setting daily operational standards while introducing specialization and forward-deployed engineering practices
Write and optimize SQL queries to analyze support patterns, measure AI agent performance, and turn data into decisions about what issues to prioritize fixing
Own and tune our AI support agent hands-on by adjusting resolution rates, building automation workflows, creating custom responses, and setting up guardrails
Lead incident response as the customer's point person during outages, managing engineering bridge calls, publishing status updates, and building repeatable playbooks
Build technical integrations using REST APIs, webhooks, and Python automation that let the support team resolve issues without waiting for engineering
Create white-glove experiences for high-value customers with named ownership, same-day follow-up, and proactive communication about platform changes
Partner with Product and Engineering to push fixes that eliminate entire categories of support tickets and represent customer needs in technical discussions

What We're Looking For

5+ years leading customer-facing teams with experience transforming support organizations, not just maintaining them
Expert-level SQL skills including complex joins, CTEs, window functions, and aggregations against large data warehouses
Hands-on AI/LLM support agent management with deep understanding of resolution metrics, automation workflows, and performance tuning
Python programming experience for building automations, data analysis, and API integrations
Technical troubleshooting ability to read logs, API responses, and traces well enough to root-cause issues alongside engineering teams
Exceptional written communication that is firm, empathetic, and concise under pressure
Availability for escalations within 30 minutes including nights and weekends

Nice to have:

Experience with regulated trading platforms or financial services customer support
DeFi and crypto wallet knowledge including on-chain mechanics and wallet integrations
Trading platform outage remediation or "make-whole" program experience
Modern AI-first support stack familiarity with build, test, deploy cycles for AI agents