#vacancy #support #fintech #crypto Head of Support | Crypto Exchange

We are looking for a strong Head of Support for a crypto exchange project.

The support processes are already established, the task is to take control of operations, establish discipline, and ensure stable team performance.

Schedule — Warsaw office, Mon-Fri 10:00–19:00 The company assists with relocation Official employment in Poland Rate: $2500–2800

Areas of Responsibility:

— Support team management (7 people) — Quality control and SLA compliance — Work with users and merchants — Analysis and escalation of complex cases (especially regarding transactions) — Interaction with financial and compliance departments — Control of payment and transaction processing (fiat / crypto) — Maintaining order in chats and processes — KYC / EDD / Source of Funds verification — Work with banking documents and verification flow — Conducting additional checks for large transactions — Control of life-checks / proof verification / AML-related requests

The project operates in the high-risk / forex domain. Main clients — forex merchants and users dealing with large transaction amounts

It is important to understand not only crypto exchange processes but also how to work with banks, as daily work involves many cases related to:

— proof of origin of funds — bank statements and proof of funds — EDD forms — source of wealth / source of funds checks — additional verification requests — document verification for deposits/withdrawals — analysis of suspicious or non-standard transactions

Who we are looking for:

We need a manager who:

— can keep the team under control — quickly understands complex cases — understands how payments and transactions work — can establish processes and maintain order — understands the specifics of AML/KYC and working with high-risk clients — has already worked with banking verification flows and large amounts

Mandatory Requirements:

— Experience in customer support (fintech / payments / crypto / forex) — Team management experience (preferably 5+ people) — Understanding of banking and payment processes — Understanding of crypto processes — Experience with compliance/KYC/EDD requests — Understanding of AML flow and Source of Funds verification — Experience with life-check / document verification — Fluent English

Will be a big plus:

— Experience with Sumsub — Experience in crypto exchange / PSP / EMI — Experience in forex/high-risk projects — Understanding of on-ramp / off-ramp processes — Experience with merchant processing and banking verification