Role Summary

The Support Manager – Proactive is the senior operational leader for Coinme’s customer support organization. This role requires a leader who thinks holistically about department performance – not just managing tickets, but building the systems, people, and culture that drive sustainable support quality at scale. The ideal candidate sees the full picture: how support connects to product, engineering, compliance, and the customer lifecycle, and translates that understanding into team execution.

Core Responsibilities

People Leadership & Development

• Own all people management for CSR and CSS agents: 1:1s, coaching, performance reviews, PIPs, hiring recommendations
• Build a culture of accountability, continuous improvement, and professional development
• Manage LATAM contractor workforce: onboarding, performance, scheduling, and cultural integration
• Identify skill gaps across the team and implement targ...