Manager, Customer Support

Manager, Customer Support

Department: Operations

Employment Type: Full Time

Location: Remote

Description The ZBD app lets users jump into a universe of games and apps, connect with friends and earn Bitcoin while having fun. ZBD also empowers developers to embed bitcoin payments into video games and applications, such as podcasting and music streaming. ZBD's unique proposition enables these partner developers to better monetise their games and apps by allowing users to receive micro-rewards for actions taken in the game or app. ZBD provides this functionality by leveraging Bitcoin and the Lightning Network protocol.

As ZBD scales, a positive customer experience is core to the business's success. We're looking for a seasoned Manager of Customer Support to lead and grow a world-class support team that delivers timely, empathetic, and effective service to our global user base while maintaining compliance with the ever evolving regulatory landscape that ZBD is subject to. This individual should bring a well structured, process-driven approach to Customer Support, building effective lines of communications with critical cross-functional teams and partners. Additionally, this individual should have an "automate-first" frame of mind, balancing efficiency and effectiveness in scaling the function.

The business comprises almost 70 employees - across business development, marketing, compliance, operations, technology, customer success and customer support - from Los Angeles to New York, London, Amsterdam and São Paulo.

ZBD is a fully remote company. We hire, retain and develop the best talent from around the world, wherever s/he/they may choose to live. As a result, every member of the ZBD team must demonstrate an ability to work independently and thrive in a remote environment.

Come join us!
Key Responsibilities

• Lead, mentor, and manage a team of customer support agents across multiple time zones.
• Set performance goals, KPIs, and ensure accountability for customer satisfaction, response time, and resolution metrics.
• Develop and optimize support workflows, ticketing systems, and knowledge base content with a bias towards leveraging automated systems and AI where possible to build further efficiency into the department.
• Develop deep relationships with Product, Engineering, Compliance, and Marketing teams to relay user feedback and resolve cross-functional issues.
• Identify support trends, pain points, and areas for proactive improvement and surface these observations to cross-functional teams and leadership.
• Ensure compliance with relevant financial regulations (e.g., Regulation E, MiCA, PSD2) when supporting users engaged in money movement, refunds, and disputes.
• Work closely with legal and compliance teams to stay up to date with evolving global regulatory frameworks impacting digital asset transactions.
• Support internal procedures for handling disputes, unauthorized transactions, and chargebacks in line with US and EU regulations.
• Handle high-priority escalations and sensitive cases with professionalism and discretion.
• Support the implementation of tools such as chatbots, AI ticket triaging, and multilingual support as the team grows.
• Recruit, onboard, and train new support staff to maintain high service standards.

Skills, Knowledge and Expertise

• 5+ years of experience in customer support, with at least 2 years in a managerial or leadership role.
• Strong background in the fintech, crypto, or financial services industry (financial services experience highly preferred).
• Familiarity with regulatory and compliance frameworks relevant to customer support in the crypto/fintech space, including:
  • Regulation E (Electronic Fund Transfer Act) in the U.S.
  • MiCA (Markets in Crypto-Assets Regulation) in the EU
  • Other relevant regulations such as PSD2, AMLD, and consumer protection laws
• Demonstrated experience supporting compliance with KYC/AML policies in customer interactions.
• Excellent communication skills and a customer-first mindset.
• Familiarity with support platforms (e.g., Zendesk, Intercom, Freshdesk).
• Proven ability to manage remote or distributed teams.
• Base level understanding of crypto/blockchain concepts and terminology.
• Ability to thrive in a fast-paced, high-growth, and compliance-driven environment.

• Experience scaling support operations in a startup or high-growth environment.
• Multilingual capabilities.
• Experience with crypto wallets, exchanges, or DeFi products.
• Background working with risk, legal, or regulatory teams.