---
title: 'Customer Support Lead at Trust Wallet'
canonical: 'https://feeny.ai/job/customer-support-lead-trust-wallet-global-ssgazpa7n7g5'
type: 'job'
last_seen: '2026-09-14'
---

# Customer Support Lead at Trust Wallet

- **Company:** Trust Wallet
- **Location:** Global
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-09
- **Last confirmed live:** 2026-09-14
- **Apply:** https://jobs.ashbyhq.com/trust-wallet/f4166c80-0fd6-4149-8c7b-8bd23334c472

## Job description

## About the company

Trust Wallet is the leading non-custodial cryptocurrency wallet, trusted by over 200 million people worldwide to securely manage and grow their digital assets. Our vision is to give individuals the freedom to own their assets, confidently participate in the future economy, and access opportunities that enhance their lives. Our mission is to be a trusted personal companion — helping users safely navigate Web3, the on-chain economy, and the emerging AI-powered future. With support for over 10 million assets across 100+ blockchains, Trust Wallet offers a seamless, multi-chain experience backed by industry-leading self-custody technology, a vibrant community, and a growing ecosystem of partners. Trust Wallet is looking for a Customer Support Lead to lead and scale our customer support function while driving operational excellence, technical problem-solving, and AI-enabled support innovation.

The Opportunity In this role, you will manage and develop the customer support team, improve support processes and service quality, and work cross-functionally to enhance the user experience. We’re looking for someone who combines strong support leadership and technical troubleshooting skills with hands-on experience operating and improving AI-powered support. You will own service standards, support knowledge, and operational outcomes across AI and human support, partnering with the AI Platform team on quality evaluation and rollout readiness. The AI Platform team owns model, tool, and system implementation.

## What you’ll do

- Lead and manage Trust Wallet’s customer support team, including team performance, coaching, hiring, and development
- Own day-to-day support operations across AI and human channels and ensure high-quality, timely resolution of user issues
- Handle complex or escalated support cases, especially those involving technical product issues
- Build scalable support processes, workflows, and knowledge management systems; own the review and maintenance of guidance to keep it accurate, current, and consistent across AI and human support
- Identify opportunities to improve user experience through better support operations and cross-functional collaboration
- Partner closely with product, engineering, operations, and other internal teams to resolve issues and surface user feedback
- Define and track support performance across SLA, CSAT, resolution time, backlog, verified resolution, repeat contacts, escalation quality, and cost per resolved issue; monitor incorrect or unsafe AI responses
- Continuously improve AI support, automation, agent assist, and self-service through regular reviews of conversations and unresolved cases; turn findings into knowledge updates, workflow changes, evaluation cases, and prioritized product or engineering requirements
- Define and maintain human escalation policies for high-risk cases, repeated failures, and explicit requests for human support; plan staffing and train the team to manage handoffs effectively
- Partner with the AI Platform team on acceptance criteria, rollout readiness, and post-launch monitoring, using customer outcomes and safety checks to guide expansion
- Help shape the long-term strategy for a modern, scalable, and tech-enabled customer support organization

## What we’re looking for

- Experience leading and managing customer support or customer service teams
- Strong technical troubleshooting skills, including the ability to reproduce issues, interpret relevant logs and API information, use blockchain explorers, and provide actionable evidence to engineering teams
- Working knowledge of wallet transactions, networks, fees, and common security issues, with sound judgment around sensitive information and situations requiring escalation
- Experience in designing or improving support operations, workflows, and service quality
- Hands-on experience operating or improving AI-powered customer support in production, with clear examples of your contribution and measurable outcomes
- Practical understanding of AI support limitations, knowledge retrieval, conversation evaluation, and human handoff, with the ability to turn observed failures into actionable improvements
- Ability to think strategically while also being hands-on in execution
- Strong communication, stakeholder management, and problem-solving skills
- Comfortable working in a fast-paced, cross-functional environment
- Experience in crypto, Web3, fintech, or technology-driven companies is a strong plus

## Preferred

- Experience supporting consumer-facing digital products
- Familiarity with support platforms, CRM systems, help centers, chatbot tools, and AI support tooling
- Understanding of wallets, blockchain, crypto, or Web3 user issues
- Experience building or scaling support teams in a global environment
- Experience with support analytics, SQL, low-code automation, or lightweight scripting to investigate issues and improve workflows

Additional Information This is a global and fully remote role. You must have the right to work for the country you are based.

Why work at Trust Wallet?

- Be a part of the world’s leading blockchain ecosystem that continues to grow.
- Excellent learning and career development opportunities.
- Work alongside diverse, world-class talent, in an environment where learning and growth opportunities are endless.
- Tackle fast-paced, challenging and unique projects.
- Work in a truly global organization, with international teams and a flat organizational structure.
- Work fully remotely with flexible working hours.
- Enjoy competitive salary and benefits.

Apply today to join our team in building the world’s most trusted and secure crypto wallet and enable a decentralized future for everyone. Trust Wallet is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.

*Due to the large amount of the applications, please consider your application as unsuccessful should you not be contacted within 4 weeks from your application date.

## About Trust Wallet

## Company Overview
- **One-liner**: Trust Wallet is a self-custody, multi-chain crypto wallet and Web3 gateway that enables millions of users to securely store, manage, swap, stake, and access dApps across 100+ blockchains.
- **Entity Type**: Private (acquired by Binance in 2018)
- **Headquarters**: Dubai, United Arab Emirates
- **Founded**: 2017
- **Founders**: Not publicly disclosed (CEO: Felix Fan)

## Core Business
- **Primary industry**: Cryptocurrency / Web3 infrastructure (self-custody wallet and decentralized application platform)
- **Target customers**: B2C (individuals from beginners to experienced users) and B2B developers (building dApps and wallets on the platform)
- **Mission or purpose statement**: “To give everyone the freedom to truly own, by building the foundations for the future of the free web.” Also: “To become the most trusted hub for Web3 experiences.”

## Products & Services
- **Trust Wallet (Mobile & Desktop)**: A self-custody wallet app for iOS and Android (and a desktop version) that supports 10M+ digital assets (crypto, NFTs) across 100+ blockchains. Features include buy/sell/swap, staking for rewards, an in-app dApp browser, encrypted cloud backup, and proactive security alerts for risky transactions. Rated 4.7 on the App Store and 4.6 on Google Play with 2.7M reviews.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Annual revenue estimated at $10 M (source: LinkedIn); total funding not applicable since acquisition; acquired by Binance on 2018-07-31 (amount undisclosed)
- **Notable Investors/Partners**: Binance (parent company)
- **Growth Signals**:
  - Trusted by 200M+ users
  - Headcount of 139 employees (+16.6% year-over-year)
  - Operates in 47 countries
  - Supports 100+ blockchains and 600M+ NFTs
  - ISO certified and independently audited
  - High ratings (4.7/4.6) across 2.7M reviews

## Competitive Advantages
- **Self-custody model**: Users control their private keys and secret phrases; Trust Wallet cannot access funds.
- **Multi-chain breadth**: 100+ blockchains and 10M+ assets in a single interface.
- **Privacy-first**: No personal tracking (no IP address or balance tracking).
- **Security focus**: Proactive risk alerts, encryption, and independent audits.
- **Large, active user base**: 200M+ users create a strong network effect for dApp developers.
- **Backing of Binance**: Provides resources, liquidity, and ecosystem integration.

## Strategic Focus
- Building a seamless Web3 hub that acts as a personal companion for navigating the on-chain economy and emerging AI landscape.
- Expanding the open ecosystem to bring more people safely on-chain.
- Continuing to prioritize user obsession, trust, and decentralization.

## Why Work Here
- **Work culture**: Remote-first with a global team spanning 19 time zones; flat structure without traditional hierarchies; fully agile and collaborative.
- **Values**: User-obsessed, humble, integrity, open, ownership, and execution-oriented.
- **Perks**: Competitive compensation, paid time off, employee wellbeing schemes, learning & development programs, and career advancement opportunities.
- **Engineering environment**: Teams tackle cutting-edge challenges in crypto, building high-performance, user-friendly decentralized experiences.
- **Inclusive and diverse**: The team values diverse backgrounds and emphasizes a growth mindset.

## Sources
1. [trustwallet.com](https://trustwallet.com/about-us) – About Us
2. [trustwallet.com](https://trustwallet.com/careers) – Careers page
3. [trustwallet.com](https://trustwallet.com/) – Homepage (product details, ratings)
4. [linkedin.com](https://www.linkedin.com/company/trustwallet) – LinkedIn company profile (headcount, revenue estimate, acquisition)
5. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/trust-wallet) – Engineering talent network

## Other roles at Trust Wallet

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- [Public Relations Manager](https://feeny.ai/job/public-relations-manager-trust-wallet-global-4hsag1cpb59y) — Global
- [Senior Data Engineer](https://feeny.ai/job/senior-data-engineer-trust-wallet-global-g8cfpdemv5rz) — Global
- [Operations Lead](https://feeny.ai/job/operations-lead-trust-wallet-global-mmywyd2m9njh) — Global
- [Design Engineer](https://feeny.ai/job/design-engineer-trust-wallet-global-jxqbtax581cg) — Global
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