About Anodos

About the Role

We're looking for a strategic and hands-on Customer Support Lead to be our first dedicated hire in Support. You'll own the design and execution of our customer support function, building scalable processes, implementing modern systems, and setting the foundation for a best-in-class experience. You'll also handle complex technical tickets and escalations directly. This role is ideal for someone who thrives at both the operational and execution levels, ensuring customers receive timely, effective, and empathetic support while laying the foundation for scale.

What You Will Do

You will be the architect and primary executor of our customer support function, ensuring every customer interaction reinforces our mission of empowerment.

• Strategy, Systems, and Scalability
  • Foundational Design: Define the entire Customer Support function, including service tiers, communication protocols, and global coverage strategy.
  • Technology Implementation: Research, select, and implement the initial Support tech stack (e.g., CRM, Knowledge Base, Chatbots) to ensure readiness for rapid growth.
  • Metrics & Reporting: Establish key performance indicators (KPIs) such as CSAT, First Contact Resolution (FCR), and Response Time, and build reporting dashboards for the leadership team.
  • Process Documentation: Create the internal knowledge base, agent training materials, and public-facing FAQ/troubleshooting guides.
• Execution and Advanced Support
  • Direct Support Ownership: Handle all complex, technical, and escalated L2/L3 support tickets.
  • Feedback Loop: Act as the voice of the customer, synthesizing support data and insights into actionable feedback for the Product and Engineering teams to improve the user experience.
  • Hiring Foundation: Define the hiring profile and initial training curriculum for the future Customer Support team members.

Requirements

We are seeking a highly empathetic problem-solver with a strong operational background in high-growth, technically complex environments.

• Experience: Minimum 4+ years of experience in Customer Support, with at least 1-2 years in a Lead, Senior, or foundational role, ideally within a Fintech or SaaS startup.
• Operational Excellence: Proven track record of selecting, implementing, and managing modern customer service platforms (e.g., Zendesk, Intercom, Freshdesk).
• Technical Fluency: Deep familiarity with blockchain technology and financial terminology is non-negotiable. Must be able to debug and explain complex concepts simply.
• Soft Skills: Exceptional written and verbal communication, high emotional intelligence, and the ability to remain calm and decisive under pressure.
• Proactive & Autonomous: Ability to work independently to design a function from the ground up, requiring minimal day-to-day oversight.

What we offer

Anodos is a mission-obsessed team focused on shipping transformative technology. We seek to offer our team members the tools and environment necessary to do the best work of their lives.

• Empowerment & Culture
  • Total Autonomy: You have the freedom to work where and how you want, with flexible hours and minimal meetings, focused purely on maximizing impact.
  • Mission-Driven Work: The opportunity to build in a fast-paced environment on cutting-edge blockchain solutions that redefine global finance.
  • Continuous Learning: A commitment to professional development, encouraging deep dives into the latest financial technology and blockchain standards.
  • Inclusive Environment: Thrive in an environment where every employee is respected, valued, and empowered, knowing our mission and our users always come first.