Lead / Head of Сustomer Support

Onicore is a product development company operating in the crypto and fintech sector. We are seeking a Head of Support to lead customer support operations and manage complex user cases for our client, the e-Residency platform.
 

What you’ll do:

• Create and implement support processes and internal documentation.
• Set up and optimize support tools.
• Build and manage the support team.
• Handle advanced user cases and escalations.
• Support users with onboarding, access, transactions, and account issues.
• Work closely with product and engineering to resolve complex problems.
• Identify recurring issues and suggest product or process improvements.
• Define and track support KPIs, including response times, resolution rates, and customer satisfaction.
   

What we’re looking for:

• 5+ years in customer support or customer operations, at least 2 years in a Lead/Head role.
• Experience in crypto, fintech, banking, or SaaS products.
• Understanding of wallets, transactions, or financial flows.
• Strong communication skills.
• Proven experience in fostering a user-first culture approach.
• Fluent English.
   

What’s in it for you:

• Remote-first team.
• Full autonomy to shape and lead the support department.
• Professional development opportunities.
• Fair and competitive salary with opportunities for growth.