Customer Care Lead

Job DescriptionWe’re looking for a hands-on, user-obsessed leader to build and scale a world-class customer experience at AstroPay.This role leads our Customer Support function and a product squad focused on internal tools and AI — ensuring every user interaction is fast, effortless, and exceptional.You’ll own both operations and product: managing the support team to deliver best-in-class service, while building and executing the roadmap for user-facing bots, self-service flows, and internal automation tools.You’ll also design and manage the user escalation processes, and translate user insights into actionable improvements across the company — making this a core strategic role in shaping AstroPay’s global growth and experience strategy.This role reports directly to the CEO.Job Requirements A hands-on operator who thrives in execution and precision. User-obsessed, with deep empathy and passion for improving every touchpoint. Extremely organized, structured, and process-driven — with a bias to action. Analytical and product-minded, with experience using data and technology (including AI) to scale operations. Comfortable leading both people and products, from setting support SLAs to defining automation roadmaps. A natural cross-functional leader — you speak the language of Product, Engineering, and Operations. Hate bureaucracy, love speed, and aim for excellence.Job Responsibilities Lead and scale the global Customer Support team with a focus on empathy, precision, and speed. Own all support KPIs — response times, resolution times, CSAT, NPS, false positive rates, and operational efficiency. Create and manage structured escalation processes for complex user issues, ensuring high-quality resolutions and visibility across teams. Collect and synthesize user insights from support data and interactions, sharing them with Product, Operations, and Compliance to drive product and policy improvements. Be a key stakeholder in AstroPay’s global customer strategy, ensuring that user experience is represented in every major company decision. Lead a product squad to build and improve internal tools, automation systems, and AI models that enhance support efficiency and user satisfaction. Define and execute the roadmap for self-service, chatbots, and the Help Center to reduce friction and scale globally. Collaborate closely with Compliance, Risk, and Ops to ensure user experience and safety are perfectly balanced. Work in the details — you’re not managing managers; you’re building processes, measuring impact, and driving excellence day to day