Head of AI-driven support

Tangem is a high-tech company in the blockchain sector was founded in 2017, headquartered in Zug, Switzerland, with branches in North America, Eastern Europe, and APAC. Tangem started with the idea of bringing digital assets to the masses using a unique combination of a smartcard-based hardware wallet and mobile applications. Company owns and promotes the technology of hardware cold-wallet for digital assets with secure and simple UX in 220 countries today.

• Take full ownership of support automation strategy, including design, implementation, and continuous optimization of AI-driven support systems.
• Launch and manage multi-channel support: in-app chat, web, messaging platforms, email, etc
• Build and scale fully automated L1 support (target ≥90% resolution without human intervention).
• Design and implement AI architecture (LLMs, workflows, routing, escalation to human agents) and integrate with existing ticketing/CRM systems.
• Own knowledge base strategy and structure to ensure high AI accuracy and coverage of client queries.
• Achieving ≥90% L1 support automation rate (no human involvement)
• Increasing CSAT/NPS while reducing cost per ticket
• Decreasing total ticket volume per MAU through automation and product improvements
• Enabling scalable support infrastructure to support 10x user growth without human support headcount increase

• Strong technical/product background with 5+ years of experience in operations automation, AI products, or customer support platforms.
• Proven experience in building or scaling AI-driven support systems (LLM-based, chatbot, or automation platforms).
• Hands-on experience with tools such as Zendesk, Intercom, or building custom in-house solutions.
• Strong understanding of support workflows, ticketing systems, and process optimization.
• Data-driven mindset with experience owning KPIs such as response time, automation rate, and CSAT/NPS.

• Stability, development, participation in the future unicorn's growth;
• Remote work from anywhere in the world;
• Competitive salary in EURO/USDT;