Trust Wallet
Customer Support Lead
Employer explicitly allows international or location-independent remote work.
Worldwide
Employer listed it 2 weeks ago · Found 9h ago
Been open since 2 weeks ago, still being checked, but it has been live a while.
Salary
Not stated
Location
Worldwide
Timezone
Not stated
Contract
Full-time
Experience
Lead
Category
Customer Support
This employer didn't state pay. Jobs like this usually pay around $155k–$230k a year, a typical range taken from 55 lead-level customer support roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Work from anywhere
The employer explicitly allows candidates to work from anywhere in the world, with no stated country restriction.
What the employer says
- Source listing states candidate location: "Remote - Global, Remote"
What Nomaders makes of it
- Listing location explicitly says anywhere/worldwide, with no country requirement
- Check timezone expectations before applying
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
About the company
Trust Wallet is the leading non-custodial cryptocurrency wallet, trusted by over 200 million people worldwide to securely manage and grow their digital assets. Our vision is to give individuals the freedom to own their assets, confidently participate in the future economy, and access opportunities that enhance their lives. Our mission is to be a trusted personal companion — helping users safely navigate Web3, the on-chain economy, and the emerging AI-powered future. With support for over 10 million assets across 100+ blockchains, Trust Wallet offers a seamless, multi-chain experience backed by industry-leading self-custody technology, a vibrant community, and a growing ecosystem of partners.
Trust Wallet is looking for a Customer Support Lead to lead and scale our customer support function while driving operational excellence, technical problem-solving, and AI-enabled support innovation.
The Opportunity
In this role, you will manage and develop the customer support team, improve support processes and service quality, and work cross-functionally to enhance the user experience. We’re looking for someone who combines strong support leadership and technical troubleshooting skills with hands-on experience operating and improving AI-powered support. You will own service standards, support knowledge, and operational outcomes across AI and human support, partnering with the AI Platform team on quality evaluation and rollout readiness. The AI Platform team owns model, tool, and system implementation.
What you’ll do
Lead and manage Trust Wallet’s customer support team, including team performance, coaching, hiring, and development
Own day-to-day support operations across AI and human channels and ensure high-quality, timely resolution of user issues
Handle complex or escalated support cases, especially those involving technical product issues
Build scalable support processes, workflows, and knowledge management systems; own the review and maintenance of guidance to keep it accurate, current, and consistent across AI and human support
Identify opportunities to improve user experience through better support operations and cross-functional collaboration
Partner closely with product, engineering, operations, and other internal teams to resolve issues and surface user feedback
Define and track support performance across SLA, CSAT, resolution time, backlog, verified resolution, repeat contacts, escalation quality, and cost per resolved issue; monitor incorrect or unsafe AI responses
Continuously improve AI support, automation, agent assist, and self-service through regular reviews of conversations and unresolved cases; turn findings into knowledge updates, workflow changes, evaluation cases, and prioritized product or engineering requirements
Define and maintain human escalation policies for high-risk cases, repeated failures, and explicit requests for human support; plan staffing and train the team to manage handoffs effectively
Partner with the AI Platform team on acceptance criteria, rollout readiness, and post-launch monitoring, using customer outcomes and safety checks to guide expansion
Help shape the long-term strategy for a modern, scalable, and tech-enabled customer support organization
What we’re looking for
Experience leading and managing customer support or customer service teams
Strong technical troubleshooting skills, including the ability to reproduce issues, interpret relevant logs and API information, use blockchain explorers, and provide actionable evidence to engineering teams
Working knowledge of wallet transactions, networks, fees, and common security issues, with sound judgment around sensitive information and situations requiring escalation
Experience in designing or improving support operations, workflows, and service quality
Hands-on experience operating or improving AI-powered customer support in production, with clear examples of your contribution and measurable outcomes
Practical understanding of AI support limitations, knowledge retrieval, conversation evaluation, and human handoff, with the ability to turn observed failures into actionable improvements
Requirements
- ·Comfortable working in a fast-paced, cross-functional environment
- ·Experience in crypto, Web3, fintech, or technology-driven companies is a strong plus
- ·Experience supporting consumer-facing digital products
- ·Familiarity with support platforms, CRM systems, help centers, chatbot tools, and AI support tooling
- ·Understanding of wallets, blockchain, crypto, or Web3 user issues
Benefits
- ·Apply today to join our team in building the world’s most trusted and secure crypto wallet and enable a decentralized future for everyone.
- ·Trust Wallet is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.
- ·*Due to the large amount of the applications, please consider your application as unsuccessful should you not be contacted within 4 weeks from your application date.
How to apply
- 1Check the flexibility label above, work from anywhere, matches where you plan to live and work.
- 2Tailor your CV to the role at Trust Wallet, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 9h ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open customer support roles with comparable remote rules.
Free to apply, no account needed.
Typically $155k to $230k per year · You'll be taken to the employer's careers page.