Cryptocurrency Team Lead / Supervisor (BOG)

Position Summary:

We are seeking a highly motivated and knowledgeable Team Lead to oversee a team of Associates providing support for cryptocurrency-related services. This role requires a strong understanding of blockchain and cryptocurrency processes, team leadership experience in a BPO setting, and a focus on performance management and operational efficiency

To apply for this position you should have experience of 3+ years as a Supervisor or equivalent. We need someone who has hands-on experience with process improvement and project management, advanced English, intermediate to advanced knowledge of Excel, Gorgias, or other support software, and experience managing multiple channels (voice and non-voice).

Responsibilities:

• Supervise a team of customer support representatives handling cryptocurrency-related queries (wallet support, transaction issues, compliance questions, etc.).
• Provide coaching, mentoring, and training to team members to ensure a high level of service and technical understanding of crypto products.
• Act as the point of escalation for complex or sensitive customer issues
• Liaise with client-side stakeholders and internal management to align on goals, updates, and performance expectations.
• Ensure compliance with industry regulations, security protocols, and internal data privacy policies.
• Prepare and present daily, weekly, and monthly reports on team performance and process improvements.
• Collaborate with quality assurance and training teams to drive continuous improvement.
• Stay current with cryptocurrency trends, security threats, and platform changes to keep the team informed and aligned.

Required Skills/Abilities:

• Excellent (near-native) English proficiency is a requirement for this job.
• Tech-savvy and Advanced proficiency on G-Suite/MS-Office.
• Strong leadership and people management abilities.
• Solid knowledge of major cryptocurrencies, wallets, exchanges, and common issues.
• Familiarity with tools like Zendesk, Salesforce, or other ticketing/CRM systems.
• Excellent communication and conflict resolution skills.
• Analytical mindset with attention to detail.
• Great eye for detecting team and employee risk before it becomes an issue.
• Track record of building positive relationships with employees and partners.
• Strong work ethic and a talent for bringing out the best in others.
• Passionate about sharing knowledge and helping others.

Education and Experience:

• 2+ years in a Team Lead or Supervisor role within a BPO setting.
• 1+ years of experience working with cryptocurrency platforms or blockchain technology (customer service or technical support context preferred).
• Bachelor’s degree in Business Administration, Finance, IT, or a related field (preferred).
• Certifications in blockchain or cryptocurrency fundamentals.
• Experience working with clients in fintech.
• Knowledge of KYC/AML compliance standards.