Technical Customer Support Manager

Do you have a passion for crypto & blockchain? Do you love learning and immersing yourself in complex technology and then using your expertise to educate others? Are you experienced in customer facing roles? If ‘yes’, then we want to hear from you!

The Impact You Will Have

As a Technical Customer Support Manager you will be a ‘player-coach’ and will play a key role in shaping our global Technical Customer Support team at scale, while supporting and leading our growth and expansion in the region and globally as a technical product expert in all things Elliptic and the ‘go‑to’ person for our customers and fellow Technical Customer Support Associates. You will be a hands‑on manager, tasked with creating best in class frameworks, leveraging automation and AI and mapping out our Customer Support operations at scale. Through knowledge sharing, training and advice during the initial onboarding and on an ongoing basis you become a trusted advisor to our customers ensuring continued customer satisfaction, while also becoming a subject matter expert who builds scalable processes, workflows and rolls out improved automation at scale.

Key Responsibilities

• Act as a player–coach by handling day‑to‑day support queries while fully managing the team, ensuring the department is meeting SLAs and properly processing escalations.
• Triage and prioritize inbound tickets, ensuring efficient workflow and consistent processes across the support queue.
• Optimize and streamline Customer Support workflows, identifying gaps, presenting solutions and implementing scalable improvements.
• Lead and support cross‑functional projects that enhance automation, tooling, and at‑scale support operations.
• Research, plan, and roll out automation and AI capabilities that reduce manual work and improve customer experience.
• Monitor and refine automated onboarding journeys to accelerate customer time‑to‑value and reduce friction.
• Troubleshoot technical issues, maintain accounts, support training requests, and assist with complex cases as needed.
• Understand customer challenges in digital asset risk and compliance and align Elliptic solutions to their needs.
• Build a working understanding of APIs and product capabilities to resolve deeper technical queries.
• Join customer calls to diagnose blockers and support smooth adoption of the platform.
• Own reporting and metrics for the Support function, delivering insights that drive capacity planning and product decisions.
• Provide structured customer‑level insights for business reviews and collaborate closely with Product and Engineering.
• Support Sales and Customer Success Managers with technical trials, demos, and training when needed.
• Work closely with leadership on ensuring we’re providing best‑in‑class customer support globally, in full alignment with our SLAs.

You Will Be a Great Fit Here If You

• You are a natural leader and are passionate about Customer Support
• You love to learn about new technology and are curious about how things work under the hood
• Passionate about cryptocurrency and the future of finance
• Always take up the opportunity to broaden your knowledge and continuously improve and develop your skills
• Thrive working in an autonomous environment
• Firmly recognise that diverse and empowered teams make us stronger as individuals, a team and as a business
• Embody proactivity and are happy rolling up your sleeves and getting stuck in with everything required to support customers, from the day to day admin to representing Elliptic
• Exceptional and empathetic listener, and able to use this quality to truly understand the challenges your customers are facing
• You enjoy thinking creatively and problem solving under pressure

Our Ideal Candidate Has

• Experience in the B2B SaaS space or a complex technical market
• A demonstrable interest in crypto and blockchain, and ideally experience working in this space
• Managed a small team in the past
• Implemented AI and automation frameworks at previous roles Experience working with complex technical projects
• Basic knowledge of crypto
• An interest in building knowledge of API and backend systems design
• Demonstrated problem‑solving ability
• A customer‑first attitude
• A high level of communication skills
• A positive attitude: a \’can do’ approach, good work ethic and willingness to learn
• Have an interest in working with/supporting customers, or being client‑facing

Bonus Points For

• Experience with databases and data analysis
• Having worked in a startup and/or scaleup environment
• Experience with ticketing tools such as Zendesk Familiarity with Intercom

How we work:

• Hybrid working and the option to work from almost anywhere for up to 90 days per year
• £500 Remote working budget to set up your home office space

Learning & Development:

• $1,000 Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development

Vacation/ Leave:

• Holidays: 25 days of annual leave + bank holidays
• An extra day for your birthday
• Enhanced parental leave: we provide eligible employees, regardless of gender or whether they become a parent by birth or adoption, 16 weeks fully-paid

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