Customer Support Team Lead

Cryptio; Remote; CAD 70,000 - 90,000; Full time

Job summary

A fintech company in Canada is seeking a Customer Support Team Lead to oversee day-to-day operations. You will ensure timely and accurate customer support while developing the team. Key responsibilities include managing scheduling, coaching team members and monitoring performance. The ideal candidate has leadership experience, strong organisational skills, and a focus on customer experience. This role offers a chance to shape the customer experience and influence operational improvements.

Benefits

Remote or Hybrid working

25 days paid holiday plus bank holidays

One additional day of annual leave each year

Mental health resources

Family-friendly policies

Fitness and wellness budget

MacBook Pro

$200 home office setup budget

Training and development budget

Qualifications

• Experience leading or coaching customer support teams in a SaaS or fintech environment.
• Strong organisational skills and attention to detail.
• Ability to communicate clearly and empathically.

Responsibilities

• Lead daily operations of the L1 Support team.
• Manage scheduling, prioritisation, and workflow adjustments.
• Run weekly 1:1s and support bi-annual reviews.

Skills

Customer support leadership

Organisational skills

Empathy in communication

Operational mindset

Team development

Tools

Plain

Linear

Notion

Slack

Excel

Job description

About Cryptio

We’re Cryptio. We build infrastructure to bring financial integrity to the crypto economy. Our enterprise-grade back-office and data platform power mission‑critical accounting, reporting, and operational workflows for institutions, corporates, and crypto‑native organisations.

We’re trusted by leaders like Circle, Société Générale, Uniswap, Gemini, and the Government of El Salvador. We’ve raised $26m from top investors including Point Nine, 1kx, Tim Draper, and Ledger Cathay.

The opportunity

We’re hiring a Customer Support Team Lead to oversee the day‑to‑day operations of Cryptio’s Level 1 (L1) Support team. You’ll ensure our customers receive timely, accurate, and empathetic support, while developing the team behind that experience.

As part of the Customer Operations function, you’ll manage scheduling, coach team members, monitor performance, and keep our support operations running smoothly. You’ll work closely with Sheila Maher, our Head of Customer Support & Systems, to drive improvements, develop talent, and make sure the team consistently meets SLA expectations.

This role is ideal for someone who combines strong organisation and people leadership with a genuine focus on customer experience and operational excellence.

What you’ll do

• Lead the daily operations of the L1 Support team, ensuring full coverage across channels and smooth coordination of workloads
• Manage scheduling, prioritisation, and day‑to‑day workflow adjustments
• Run weekly 1:1s and support bi‑annual review cycles, providing clear feedback and development guidance
• Set goals, track performance, and support the growth of each team member
• Hire and onboard new team members as the team expands
• Monitor ticket queues, team inboxes, and support metrics to ensure SLA compliance
• Identify operational trends and recommend incremental improvements to tools, processes, and documentation
• Ensure customer interactions meet a high standard of quality, clarity, and empathy
• Surface recurring customer issues and share insights with the Head of Customer Support & Systems and other internal teams

We’re looking for someone who

• Has experience leading or coaching customer support teams in a SaaS, fintech, or operations environment
• Brings strong organisational skills, attention to detail, and a steady operational mindset
• Communicates with clarity and empathy — both with customers and internally
• Is proactive, structured, and comfortable making day‑to‑day decisions that keep the team moving
• Enjoys developing people and fostering a positive, collaborative team culture
• Has familiarity with support workflows, SLAs, and ticketing best practices
• Is comfortable using support and operations tools such as Plain, Linear, Notion, Slack, and Excel

Why you’ll love this role

• Play a key role in shaping Cryptio’s customer experience
• Lead and grow a team that interacts with our customers every day
• Work closely with experienced leaders across Support, Delivery, Success, Product, and Engineering
• Influence support processes, tooling, and operational improvements
• See your work directly reflected in customer satisfaction, response times, and team development

Interview process

Here’s what you can expect as we get to know one another:

1. Talent Screen - 30 min
2. 1st Interview - 30 min
3. Case study sendoff
4. Case Presentation - 1 hour
5. Final Interview - 45 min

Perks

👩💻 Remote or Hybrid working

🏝️ 25 days paid holiday plus bank holidays

🙌 One additional day of annual leave each year, up to 30 total days

🎂 Your birth off

🧘 Mental health resources, wellbeing programs, and professional coaching

🫶 Family‑friendly policies

💪 Fitness and wellness budget

💻 MacBook Pro

🖥️ $200 home office setup budget

🎓 Training and development budget

*** we have additional benefits depending on location

If this sounds like you, we would love to hear from you 🙌

At Cryptio, we move fast and take ownership of outcomes. We learn from failures, celebrate wins, and let humility, curiosity, and a passion for crypto guide how we work. If you value collaboration and want to build with purpose, you’ll feel right at home here.