Position Summary: We are seeking a highly motivated and knowledgeable Team Lead to oversee a team of Associates providing support for cryptocurrency-related services. This role requires a strong understanding of blockchain and cryptocurrency processes, team leadership experience in a BPO setting, and a focus on performance management and operational efficiency To apply for this position you should have experience of 3+ years as a Supervisor or equivalent. We need someone who has hands-on experience with process improvement and project management, advanced English, intermediate to advanced knowledge of Excel, Gorgias, or other support software, and experience managing multiple channels (voice and non-voice). Responsibilities: - Supervise a team of customer support representatives handling cryptocurrency-related queries (wallet support, transaction issues, compliance questions, etc.). - Provide coaching, mentoring, and training to team members to ensure a high level of service and technical understanding of crypto products. - Act as the point of escalation for complex or sensitive customer issues - Liaise with client-side stakeholders and internal management to align on goals, updates, and performance expectations. - Ensure compliance with industry regulations, security protocols, and internal data privacy policies. - Prepare and present daily, weekly, and monthly reports on team performance and process improvements. - Collaborate with quality assurance and training teams to drive continuous improvement. - Stay current with cryptocurrency trends, security threats, and platform changes to keep the team informed and aligned. Required Skills/Abilities: - Excellent (near-native) English proficiency is a requirement for this job. - Tech-savvy and Advanced proficiency on G-Suite/MS-Office. - Strong leadership and people management abilities. - Solid knowledge of major cryptocurrencies, wallets, exchanges, and common issues. - Familiarity with tools like Zendesk, Salesforce, or other ticketing/CRM systems. - Excellent communication and conflict resolution skills. - Analytical mindset with attention to detail. - Great eye for detecting team and employee risk before it becomes an issue. - Track record of building positive relationships with employees and partners. - Strong work ethic and a talent for bringing out the best in others. - Passionate about sharing knowledge and helping others. Education and Experience: - 2+ years in a Team Lead or Supervisor role within a BPO setting. - 1+ years of experience working with cryptocurrency platforms or blockchain technology (customer service or technical support context preferred). - Bachelor’s degree in Business Administration, Finance, IT, or a related field (preferred). - Certifications in blockchain or cryptocurrency fundamentals. - Experience working with clients in fintech. - Knowledge of KYC/AML compliance standards. On-site position in Bogota.