Head of Customer Support at Satoshilabs

Trezor [Upgrade to PRO to see link] is a leading innovator in the cryptocurrency hardware wallet industry, dedicated to securing digital assets without compromising convenience and user experience. Our focus is to empower individuals to take complete control of their digital currencies by providing a seamless and secure way of handling them. We are dedicated to making bitcoin and other cryptocurrencies more approachable, secure, and easy to use. Our mission is to innovate, simplify and offer the most user-friendly hardware wallet! We are looking for a strategic and hands-on Head of Customer Support to define, lead and scale our Customer Support function. This role combines long-term vision with operational excellence, ensuring we deliver outstanding customer experience while building a scalable and efficient support organization. 👉 WHAT YOU'LL DO - Own and define the long-term Customer Support vision (1–3 years), including clear priorities and success metrics - Establish what “great Customer Support” means and embed it across the company - Lead and develop Team Leads, fostering a strong leadership culture and accountability for outcomes - Drive operational excellence, including end-to-end processes, capacity planning, and escalation frameworks - Identify bottlenecks and inefficiencies, and implement scalable solutions - Own the automation and AI roadmap for Customer Support in partnership with relevant teams - Ensure strong collaboration between Customer Support, Product, and other departments - Continuously challenge and evolve the current setup to ensure scalability and efficiency 💪 ABOUT YOU - Proven experience leading Customer Support at scale - Strong leadership experience managing managers or Team Leads (leader of leaders) - Strategic thinker with the ability to translate vision into execution - Deep understanding of Customer Support operations, including processes, KPIs and tooling - Experience driving automation and AI initiatives in support environments - Strong analytical mindset with the ability to identify inefficiencies and make data-driven decisions - Excellent communication and stakeholder management skills across functions - Comfortable making trade-offs between cost, quality, speed, and customer experience - Prior experience in the crypto industry is a plus 🤝 WHAT WE OFFER - Be a part of a brand that has revolutionized the crypto industry more than once - Option to receive part of your compensation in bitcoin - Flexible working hours, as well as the possibility of working from home - Budget for professional growth (training, courses, and workshops of your choice) - Friendly, open culture with regular company events and get-togethers - Renovated offices with a gym, football table, billiards, PlayStation, and 3D printer - Other perks: MultiSport card, company mobile tariff, free parking, and more 👋 Interested? We’d love to hear from you. Just send us your CV and cover letter, we usually get back to applicants within a week.