Senior Manager, Customer Service Operations

📋 Description

• Resolve real support cases, including compliance-driven flows, starting from week one
• Audit existing documentation, ticket taxonomy, resolution paths, and volume sources
• Partner with internal team building the support tech stack
• Develop staffing recommendations (internal hires, BPO partner, or both) based on ticket data
• Own support outcomes: SLAs, resolution quality, and escalation judgment
• Build and maintain knowledge base and case-handling documentation

🎯 Requirements

• Experience building customer support or risk/compliance support teams
• Experience with disputes and complaints (helpful)
• Hands-on approach, comfortable working tickets directly
• Ability to learn compliance requirements related to payments and digital assets quickly
• Strong pattern recognition to solve problems without existing playbooks
• Budget ownership experience

🎁 Benefits

• Equity offered
• Remote work within the US
• Equal employment opportunity
• E-Verify participation