About Triple-A

Triple-A is a global payment institution licensed in the United States, Europe, and Singapore, enabling businesses worldwide to pay and get paid in both local and digital currencies.

We empower businesses to reach over 560M digital currency owners, boost revenue, and optimise costs through stablecoin and cryptocurrency payments, while eliminating volatility, custody, and compliance risks. Our commitment is to build a more efficient, inclusive global payment ecosystem by bridging the gap between local and digital currencies.

Registered with the United States Financial Crimes Enforcement Network (FinCEN), licensed by the Monetary Authority of Singapore (MAS), and Banque de France’s ACPR in Europe, Triple-A is trusted by over 20,000 businesses worldwide to make global crypto payments simple, secure, and cost-effective. For more information, visit www.triple-a.io.

Join the team

We are a dynamic and passionate team building towards a more efficient global payment ecosystem. We actively bridge the gaps in cross-border payments, between traditional & digital currencies, and Web2 and Web3.

Guided by our CEO, Eric Barbier, with 20 years of experience and a proven track record in building and scaling payment companies worldwide, Triple-A is growing our team. If you’re bold, tenacious, and creative, we believe you’d be a perfect match for us!

About the role

We are seeking an experienced Technical Support Manager with strong expertise in crypto and fintech operations to lead our customer support function and oversee day-to-day operational activities.

This role will own all customer-related tickets, manage escalations, and ensure operational excellence across payments, transfers, settlements, and partner integrations. The ideal candidate has deep knowledge of digital assets, blockchain transactions, payment flows, and regulatory considerations, combined with strong leadership and process management skills.

Key Responsibilities

Customer Support Leadership:

• Own and manage the end-to-end customer ticket lifecycle (queries, incidents, complaints, escalations).
• Ensure strict SLA adherence and continuous improvement in response/resolution times.
• Act as final escalation point for high-priority customer issues, particularly those involving crypto transactions, settlement delays, or integration failures.
• Identify recurring product or integration issues and work closely with Engineering and Product teams to resolve root causes.
• Maintain high CSAT while balancing compliance and risk controls.

Crypto & Fintech Operations Oversight:

• Oversee operational processes related to:
• Crypto deposits and withdrawals
• On-chain transaction monitoring
• Settlement flows and reconciliation
• Payment processing and fund transfers
• Wallet management and liquidity coordination
• Understand blockchain mechanics (confirmations, gas fees, mempool delays, reorg risks).
• Coordinate with Compliance teams on AML/KYC-related queries.
• Manage operational risks related to digital assets and ensure adherence to regulatory standards.
• Work closely with external partners, payment providers, and infrastructure providers.

Team Management:

• Build, mentor, and lead a high-performing customer support team.
• Define KPIs and performance benchmarks aligned with fintech SLAs.
• Conduct training on crypto transaction flows, fraud prevention, and operational risk.
• Foster a culture of ownership, responsiveness, and operational discipline.

Reporting & Governance:

• Track and report:
• Ticket volumes and resolution times
• Transaction-related incidents
• Operational bottlenecks
• Escalation trends
• Develop SOPs and maintain knowledge base for crypto/payment-related processes.
• Support compliance audits and operational reviews.

Requirements

• 10+ years of experience in Customer Support, Operations, or Service Management.
• 3+ years in a leadership role.
• Proven experience in crypto, digital assets, payments, or fintech companies.
• Strong understanding of: Blockchain transactions and wallet operations; crypto settlement flows; AML/KYC processes; payment gateways and reconciliation.
• Experience managing ticketing systems (Zendesk, Freshdesk, Jira, etc.).
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.

Nice to have

• Experience working with exchanges, custodians, or payment processors.
• Familiarity with regulatory frameworks in digital assets.
• Understanding of API integrations and technical troubleshooting.
• Experience handling high-value transaction escalations.