Customer Support • Lead

Who you are

You have a strong background in customer support, ideally within the technology or SaaS sectors, and possess excellent communication skills that allow you to effectively engage with both customers and team members. Your experience includes mentoring and developing team members, ensuring they have the tools and knowledge to excel in their roles. You are comfortable navigating complex technical issues and can provide solutions that enhance customer satisfaction. You understand the importance of a diverse and inclusive workforce and are committed to fostering an environment where all team members feel valued and empowered.

What you'll do

As the Frontline Support Team Lead at Fireblocks, you will oversee a team of frontline engineers, guiding them in their daily tasks while also stepping in to resolve technical issues as needed. You will be responsible for developing training programs that enhance the team's skills and knowledge, ensuring they are well-equipped to handle customer inquiries effectively. Your role will involve collaborating with other departments to improve the overall customer experience and streamline support processes. You will also analyze support metrics to identify areas for improvement and implement strategies that enhance team performance and customer satisfaction.

What we offer

Fireblocks provides a dynamic work environment where innovation is encouraged, and your contributions can make a significant impact. We offer competitive compensation and benefits, along with opportunities for professional growth and development. You will be part of a mission-driven company that is at the forefront of the digital asset revolution, working with some of the largest financial institutions and brands globally. Join us in shaping the future of blockchain technology and digital asset management.