Customer Support Manager

At Melligold, customer trust is at the core of everything we do. We are building one of Iran’s leading digital gold platforms, and we believe that every customer interaction should be fast, reliable, and memorable. We’re looking for a Customer Support Manager who is passionate about leading high-performing teams, improving customer experience, and driving operational excellence.

Your Mission
As Customer Support Manager, you will lead our customer support organization, optimize day-to-day operations, and continuously improve customer experience across all support channels. Working closely with Product, Engineering, Operations, and Commercial teams, you will transform customer insights into measurable business improvements.

Your Responsibilities

• Lead, coach, and develop Customer Support Supervisors and Specialists.
• Manage support operations across phone, live chat, ticketing, and other customer channels.
• Define and monitor operational KPIs and SLA performance.
• Analyze customer feedback and operational data to identify improvement opportunities.
• Handle critical escalations and major customer issues.
• Optimize workforce planning, scheduling, and resource utilization.
• Collaborate with cross-functional teams to eliminate recurring customer pain points.
• Build scalable support processes, knowledge management, and quality standards.
• Drive automation and AI initiatives to improve efficiency.
• Deliver operational insights and executive reports.

Requirements

• 5+ years of Customer Support experience.
• At least 2 years of leadership experience.
• Experience in FinTech, E-commerce, Marketplace, or fast-growing technology companies.
• Strong analytical and data-driven mindset.
• Experience with CRM and customer support platforms.
• Excellent leadership, coaching, and stakeholder management skills.
• Ability to thrive in a fast-paced environment.
• Experience in establishing, scaling, or transforming Contact Center operations.
• Experience in designing and optimizing Customer Support processes and Standard Operating Procedures (SOPs).
• Experience with omnichannel customer support platforms.