Wallet in Telegram is a digital asset solution natively embedded into Telegram’s interface. Backed by The Open Platform, Wallet in Telegram gained 100M+ user accounts in 2024, and aims to make its solution available to all 1BN+ of Telegram’s users. Wallet in Telegram offers a dual-wallet experience with Crypto Wallet (a multi-chain wallet for trading and sending crypto to contacts) and TON Wallet (a self-custodial wallet with access to the TON ecosystem of dApps and tokens).

We are looking for a Support Team Manager to lead one of the core functional groups within our support organization — the team responsible for handling user issues related to financial transactions, such as deposit and withdrawal problems.

The team operates 24/7 and consists of 23 support specialists and 4 team leads, covering shifts across multiple time zones. This role does not manage the entire support department, but rather a highly specialized team focused on transaction-related cases — a space where accuracy, responsiveness, and regulatory alignment are critical.

The key expectations for the role include:

• Driving excellence in execution of KPIs, especially CSAT and ART.
• Ensuring consistent service quality across shifts and time zones.
• Maintaining close alignment with Compliance, Product, and other Support streams.
• Being a leader by example, fostering high communication standards and proactive ownership.

The challenge is to uphold the highest bar for customer service while operating under the complex constraints of transaction flows, regulatory oversight, and global workload distribution.

Responsibilities:

The Customer Support Team Manager will be accountable for both day-to-day operations and long-term improvements in their function.

Daily Operational Tasks:

• Monitoring real-time team performance and SLA adherence.
• Supporting shift handovers and managing incident escalations.
• Working with team leads to ensure stable 24/7 coverage.

Strategic and Developmental Work:

• Coaching and mentoring team leads and agents for continuous growth.
• Running regular calibration and quality review sessions.
• Collaborating with Product and Compliance teams to fix root causes of transactional issues.
• Participating in listings support, ensuring launch readiness and post-launch stability.
• Identifying opportunities to improve the customer journey and internal efficiency.

The manager will also play a key role in workforce planning — forecasting staffing needs, allocating resources per workload peak, and optimizing rotations across shifts.

Requirements:

Must-have experience:

• Proven leadership in a 24/7 customer support team working specifically with transactional flows (deposits, withdrawals, payment systems).
• Hands-on management of KPIs such as CSAT, ART, and backlog health.
• Experience operating in compliance-sensitive environments.

Skills and traits:

• Strong people leadership and talent development mindset.
• Excellent resource planning and load balancing skills.
• Ability to communicate clearly and empathetically — in both internal and client-facing contexts.
• Resilience, ownership, and a high sense of responsibility.
• Proficiency with support tooling and performance dashboards (Zendesk, Jira, Superset).

Why it is a fantastic opportunity:

• Our business is growing at an exponential scale.
• Non-bureaucratic management that focuses on results.
• Regular performance reviews to assess your progress.
• Remote setup with access to our hubs in Dubai, Yerevan, London and Belgrade.
• Compensation for medical expenses.
• Provision of necessary equipment.
• 20 working days of paid vacation annually.
• 11 days off per year.
• 14 days of paid sick leave to support your health and recovery when needed.
• Access to internal conferences, English courses and corporate events.