Job description
About the company Trust Wallet is the leading non-custodial cryptocurrency wallet, trusted by over 200 million people worldwide to securely manage and grow their digital assets. Our vision is to give individuals the freedom to own their assets, confidently participate in the future economy, and access opportunities that enhance their lives. Our mission is to be a trusted personal companion - helping users safely navigate Web3, the on-chain economy, and the emerging AI-powered future. With support for over 10 million assets across 100+ blockchains, Trust Wallet offers a seamless, multi-chain experience backed by industry-leading self-custody technology, a vibrant community, and a growing ecosystem of partners. Trust Wallet is looking for a Customer Support Lead to lead and scale our customer support function while driving operational excellence, technical problem-solving, and AI-enabled support innovation.
OPPORTUNITY In this role, you will manage and develop the customer support team, improve support processes and service quality, and work cross-functionally to enhance the user experience. We're looking for someone who combines strong support leadership and technical troubleshooting skills with hands-on experience operating and improving AI-powered support. You will own service standards, support knowledge, and operational outcomes across AI and human support, partnering with the AI Platform team on quality evaluation and rollout readiness. The AI Platform team owns model, tool, and system implementation.
YOU'LL DO - Lead and manage Trust Wallet's customer support team, including team performance, coaching, hiring, and development - Own day-to-day support operations across AI and human channels and ensure high-quality, timely resolution of user issues - Handle complex or escalated support cases, especially those involving technical product issues - Build scalable support processes, workflows, and knowledge management systems; own the review and maintenance