Job Description

Concierge & Support Lead | Remote



We're looking for a Concierge & Support Lead to build and own a premium global support function for a next-generation DeFi SuperApp powered by Solana. You will become the face of the company for users worldwide, delivering an "Amex-level" experience for high-value clients.

Salary:

Competitive, discussed individually

Format:

Full-time, Remote

About the Role and the Project:

You'll lead the creation of a world-class Concierge and Support vertical from the ground up: setting tone-of-voice, building workflows, managing VIP relations, and scaling the team as the user base grows. The role combines communication excellence, operational leadership, and deep understanding of the platform's fintech and DeFi components, including cards, transactions, KYC, Borrow Mode, and the Savings Hub. You will interact daily with product and engineering teams to resolve issues, shape improvements, and ensure premium client satisfaction. The product includes crypto-backed cards, lending and borrowing features, copy-trading, a savings hub, XP-based membership tiers, and Silver/Gold/Platinum clubs.

Key Responsibilities:

Communicate with users across chat, email, and social support in English (Spanish and Portuguese) Manage the premium Concierge service for Gold/Platinum Club members Resolve complex cases involving cards, transactions, KYC, Borrow Mode, and Savings Hub Build support systems and workflows -- macros, SLAs, prioritization rules, knowledge base Collaborate with product and tech teams: bug reporting, feedback loops, improvement proposals Define and refine the support tone-of-voice: fast, professional, premium Train and onboard future team members (1-3 people as the service scales) Provide personalized service to VIP clients and resolve issues quickly and proactively

Requirements:

Fluent in English (Spanish + Portuguese as a plus). Experience in customer support or community management (fintech, crypto, travel -- a plus) Ability to quickly understand fintech and DeFi products Comfortable working in a fast-paced startup environment with high responsibility Outstanding communication skills and emotional intelligence Ability to work autonomously and lead an entire function independently

Benefits:

Lead and build a premium Concierge function from zero Direct influence on user experience in a global DeFi/fintech superapp Work closely with product and engineering teams * Grow into a leadership role as the support org expands