Customer Support at Chainalysis is a globally distributed team dedicated to empowering our customers. Every day we help push forward our company’s goals of increasing product engagement and reducing customer churn. We strive to make our service a Sales differentiator by earning a reputation of unmatched excellence in the industry.We’re looking for a Lead Customer Support Specialist who will play a pivotal hybrid player-coach role while guiding and inspiring a team of support specialists to deliver exceptional customer service. The ideal candidate should have a proven track record in support roles and a passion for fostering a positive and collaborative team environment.At this time, based on geographical and time zone coverage needs, we're targeting candidates in the Eastern and/ or Central time zones.In this role, you’ll: Provide hands-on support to customers, addressing inquiries, resolving issues, and ensuring a high level of customer satisfaction. Serve as an escalation point for complex customer issues, working closely with the team to find effective solutions. Monitor and evaluate individual and team performance against key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores. Provide constructive feedback and implement strategies for performance improvement in line with Manager, Customer Support Identify opportunities for process improvement within the support team and collaborate with the management to implement efficient workflows. Ensure that the team adheres to established support processes and standards. Conduct training sessions for new and existing team members, ensuring they are equipped with the skills and knowledge required to excel in their roles. Foster a customer-centric culture within the team, ensuring a proactive approach to addressing customer needs and exceeding expectations. Gather and share customer feedback with relevant departments for continuous improvement. This position is ineligible for visa sponsorship and U.S. Citizenship is required. We’re looking for candidates who have:  A passion for delivering world class customer support and proven experience doing so. Experience in a leadership or mentorship role Ability to troubleshoot and handle escalated customer issues for REST APIs, technical integrations, and SaaS support for Chainalysis Excellent communication skills, both written and verbal, with the ability to convey information clearly and empathetically. Strong problem-solving skills and the ability to handle escalated customer issues effectively. Nice to have experience: Prior experience supporting Crypto company SaaS or familiarity with the domain. Passion for Crypto and/or Blockchain technologies. Experience working in a distributed team setting; leading others remotely. Technologies we use: SQL Python APIs About ChainalysisBlockchain technology is powering a growing wave of innovation. Businesses and governments around the world are using blockchains to make banking more efficient, connect with their customers, and investigate criminal cases. As adoption of blockchain technology grows, more and more organizations seek access to all this ecosystem has to offer. That’s where Chainalysis comes in. We provide complete knowledge of what’s happening on blockchains through our data, services, and solutions. With Chainalysis, organizations can navigate blockchains safely and with confidence.You belong here. At Chainalysis, we believe that diversity of experience and thought makes us stronger. With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us. Some of the ways we’re ensuring we keep learning are an internal Diversity Committee, Days of Reflection throughout the year including International Women’s Day, Harvey Milk Day, World Humanitarian Day, and UN International Migrants Day, and a commitment to continue revisiting and reevaluating our diversity culture. We encourage applicants across any race, ethnicity, gender/gender expression, age, spirituality, ability, experience and more. If you need any accommodations to make our interview process more accessible to you due to a disability, don't hesitate to let us know. You can learn more here. We can’t wait to meet you.  When applying, mention the word CANDYSHOP to show you read the job post completely.