Customer Service Manager
About us
Estoy is a growing crypto-focused company operating across Latin America. Our mission is to build efficient, transparent financial operations that support innovation in the digital asset and fintech ecosystem.
We are a fast-paced and rapidly evolving startup, seeking proactive individuals who thrive in high-performance environments and are excited to help scale operations across the region.
About the Role
Estoy, a dynamic cryptocurrency company, is seeking a Customer Service Manager to lead and scale our customer support operations. This role is responsible for ensuring a seamless and secure customer experience across all touchpoints, particularly in matters related to digital wallets, crypto transactions, account verification, and compliance processes.
The ideal candidate has strong leadership experience, understands the fast-paced nature of the crypto industry, and is comfortable managing customer concerns related to digital assets and financial platforms.
Key Responsibilities
Evaluate, enhance, and implement the organization's customer support structure to ensure scalable processes, effective workflows, and a high-quality customer experience.
Lead, supervise, and develop the Customer Service team to deliver exceptional support.
Oversee daily support operations across chat, email, and other communication channels.
Hangle escalated issues related to crypto transactions, wallet access, KYC verification, and account security.
Monitor KPIs such as response time, resolution time, customer satisfaction, and service quality.
Develop and optimize customer service policies aligned with crypto industry best practices.
Collaborate closely with Compliance, Risk, and Operations teams to ensure regulatory adherence and secure processes.
Analyze customer feedback and identify trends to improve the user experience.
Train team members on cryptocurrency basics, platform features, fraud prevention, and security protocols.
Ensure strict data privacy and confidentiality standards are maintained.
Prepare performance reports and present insights to senior management.
Qualifications
Bachelor's degree in business administration, Finance, Economics, or a related field.
4+ years of experience in customer service, with at least 2 years in a leadership role.
Experience in fintech, cryptocurrency, digital banking, or financial services preferred.
Strong understanding of cryptocurrency concepts (wallets, blockchain, transactions, exchanges, KYC/AML).
Experience working with CRM systems and support tools.
Excellent problem-solving, communication, and leadership skills.
Ability to work in a fast-paced, high-growth environment.
Proven ability to manage small teams and drive accountability
What We Offer
Competitive salary in USD
Fully remote work environment
Opportunity to work with a global and fast-growing startup
Career growth opportunities within a dynamic international team
