Customer Support Manager, ZEBEDEE

• 5+ years of experience in customer support, with at least 2 years in a managerial or leadership role
• Strong background in the fintech, crypto, or financial services industry (financial services experience highly preferred)
• Familiarity with regulatory and compliance frameworks relevant to customer support in the crypto/fintech space, including:
• Regulation E (Electronic Fund Transfer Act) in the U.S
• MiCA (Markets in Crypto-Assets Regulation) in the EU
• Other relevant regulations such as PSD2, AMLD, and consumer protection laws
• Demonstrated experience supporting compliance with KYC/AML policies in customer interactions
• Excellent communication skills and a customer-first mindset
• Familiarity with support platforms (e.g., Zendesk, Intercom, Freshdesk)
• Proven ability to manage remote or distributed teams
• Base level understanding of crypto/blockchain concepts and terminology
• Ability to thrive in a fast-paced, high-growth, and compliance-driven environment

Desirable

• Lead, mentor, and manage a team of customer support agents across multiple time zones
• Set performance goals, KPIs, and ensure accountability for customer satisfaction, response time, and resolution metrics
• Develop and optimize support workflows, ticketing systems, and knowledge base content with a bias towards leveraging automated systems and AI where possible to build further efficiency into the department
• Develop deep relationships with Product, Engineering, Compliance, and Marketing teams to relay user feedback and resolve cross-functional issues
• Identify support trends, pain points, and areas for proactive improvement and surface these observations to cross-functional teams and leadership
• Ensure compliance with relevant financial regulations (e.g., Regulation E, MiCA, PSD2) when supporting users engaged in money movement, refunds, and disputes
• Work closely with legal and compliance teams to stay up to date with evolving global regulatory frameworks impacting digital asset transactions
• Support internal procedures for handling disputes, unauthorized transactions, and chargebacks in line with US and EU regulations
• Handle high-priority escalations and sensitive cases with professionalism and discretion
• Support the implementation of tools such as chatbots, AI ticket triaging, and multilingual support as the team grows
• Recruit, onboard, and train new support staff to maintain high service standards

• Stage 1
• Applied
• Stage 2
• Meet-and-Greet
• This initial conversation is a two-way conversation between ZEBEDEE and yourself to learn more about each other. Be prepared to discuss your past experiences, motivations for the role/ZEBEDEE, and your qualifications for the role
• Stage 3
• Technical Interview
• This interview will give us the opportunity to assess your technical qualifications for the role. Expect a number of questions relating to the day-to-day problems and challenges that you will encounter if hired
• Stage 4
• Offer