ജോലി വിവരണം

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.

Head of Operations