About the RoleThis is a technical role first. You must be able to write code, SQL, and data integrations yourself. Engineering ability is a hard requirement here, not a nice-to-have. If you would hand the technical work to someone else, this is not your role.
You'll lead our US support function and transform it into a modern, AI-first customer experience organization. This is a player-coach role where you build the team while staying hands-on with the technical work they do. You own our AI support agent, write the SQL queries that drive decisions, and serve as the customer's advocate when something breaks.
Your real mandate is transformation. Take our support team from where it is today and turn it into a smaller group of more capable people who earn respect from Product, Engineering, and Compliance. When a customer has an issue, you either resolve it directly or fix the process that caused it.
What You'll Do- Manage and grow the US support team through hiring, coaching, QA, and setting daily operational standards while introducing specialization and forward-deployed engineering practices
- Write and optimize SQL queries to analyze support patterns, measure AI agent performance, and turn data into decisions about what issues to prioritize fixing
- Own and tune our AI support agent hands-on by adjusting resolution rates, building automation workflows, creating custom responses, and setting up guardrails
- Lead incident response as the customer's point person during outages, managing engineering bridge calls, publishing status updates, and building repeatable playbooks
- Build technical integrations using REST APIs, webhooks, and Python automation that let the support team resolve issues without waiting for engineering
- Create white-glove experiences for high-value customers with named ownership, same-day follow-up, and proactive communication about platform changes
- Partner with Product and Engineering to push fixes that eliminate entire categories of support tickets and represent customer needs in technical discussions
What We're Looking For- 5+ years leading customer-facing teams with experience transforming support organizations, not just maintaining them
- Expert-level SQL skills including complex joins, CTEs, window functions, and aggregations against large data warehouses
- Hands-on AI/LLM support agent management with deep understanding of resolution metrics, automation workflows, and performance tuning
- Python programming experience for building automations, data analysis, and API integrations
- Technical troubleshooting ability to read logs, API responses, and traces well enough to root-cause issues alongside engineering teams
- Exceptional written communication that is firm, empathetic, and concise under pressure
- Availability for escalations within 30 minutes including nights and weekends
- (Plus) Experience with regulated trading platforms or financial services customer support
- (Plus) DeFi and crypto wallet knowledge including on-chain mechanics and wallet integrations
- (Plus) Trading platform outage remediation or "make-whole" program experience
- (Plus) Modern AI-first support stack familiarity with build, test, deploy cycles for AI agents
Benefits- Competitive salary & equity
- Unlimited PTO
- Full Health, Vision, & Dental coverage
- 401k match
- Hardware setup: new MacBook Pro, big display, & accessories
