Senior Support Lead, Crypto Payments

ppl3; United States; On-site; USD 240,000 - 260,000; Full time

Job summary

ppl3 is seeking a Senior Support Lead to own day-to-day support operations in a fast-growing crypto infrastructure company. The role combines people leadership with hands-on process improvement across support tooling, workflows, and reporting.

The role offers onsite in NYC or remote across the US, with a base salary of $250k. You’ll manage external support teams, handle escalations before they reach engineering, and drive QA across customer interactions.

Qualifications

• 5–7 years in customer support, support operations or CX.
• Experience in fintech, payments or crypto.
• Experience managing outsourced or offshore support teams.
• Hands-on experience building support workflows and reporting.
• Strong judgement and written communication.

Responsibilities

• Manage and develop their external support team.
• Take the first pass on escalations before they reach engineering.
• Improve support tooling, workflows and reporting.
• Own QA across customer interactions.
• Maintain internal and external documentation.
• Cover tickets and escalations when needed.

Skills

Support operations

Escalation mgmt

Team leadership

Documentation

Job description

One of the most exciting companies in crypto infrastructure is hiring a Senior Support Lead.

Onsite in NYC or remote across the US. $250k base.

They’ve raised a huge $75m Series A from top-tier investors. They process more than $18b in payments every year. And they power some of the biggest platforms in crypto.

They need someone to own the day-to-day support operation.

The role:

• Manage and develop their external support team
• Take the first pass on escalations before they reach engineering
• Improve support tooling, workflows and reporting
• Own QA across customer interactions
• Maintain internal and external documentation
• Cover tickets and escalations when needed

You’ll need:

• 5–7 years in customer support, support operations or CX
• Experience in fintech, payments or crypto
• Experience managing outsourced or offshore support teams
• Hands-on experience building support workflows and reporting
• Strong judgement and written communication

Experience with KYC, transaction disputes or fraud workflows would be useful.