Head of Operations

Role overview

This position is for a hands-on operations leader who will act as a control hub within the People & Culture function. The role is centered on directing customer support and withdrawal operations so the company’s global, always-on service runs reliably, accurately, and with strong customer focus. It is suited to someone who can lead in a fast-moving Web3 environment and treat operational quality and customer experience as equally important.

The company is looking for someone with proven leadership in demanding environments such as high-growth fintech support or logistics, and who can confidently manage large-scale operational flows, improve response times, and maintain high standards under pressure.

Key responsibilities

• Lead and expand the Customer Support and Withdrawal teams, owning day-to-day execution across a 24/7 service environment.
• Set up effective handoff processes so work continues smoothly across different time zones and shift changes.
• Manage withdrawal and payment queues, including escalation handling for sensitive or high-value transactions, while enforcing security procedures strictly.
• Take ownership of workflows in Linear and Ashby, and turn recurring support issues into lasting process improvements.
• Monitor performance using data such as response speed, withdrawal turnaround, team productivity, and customer satisfaction metrics.
• Work with the People & Culture Lead to recruit, onboard, train, and mentor operations team members as the business grows.

Requirements

• Demonstrated leadership over people and operational processes, especially in decentralized or round-the-clock teams.
• Strong systems mindset with the ability to simplify complex service or transaction issues into repeatable, automated workflows.
• Availability to respond as needed throughout the week, including weekends, to support a global 24/7 operation.
• Comfort with performance-based management using throughput, error rates, and resolution timing rather than intuition alone.
• Working knowledge of Web3, digital assets, wallet security, and the urgency common in crypto and iGaming environments.
• Excellent organization, self-direction, and attention to detail across a large, fast-moving operational setup.

Operational details

The role is fully remote. It requires a highly flexible, on-call schedule across seven days a week to support a global operation. Compensation is paid in digital assets, specifically USDC or USDT.

Why this role stands out

• Considerable autonomy to shape how the support and payment functions operate.
• The chance to influence the experience of thousands of users and help define the company’s reputation.
• A fast-paced environment where innovation and strong ownership are expected and rewarded.
• Opportunity to grow with the organization and help influence its future direction.