Support Lead

Support Team Leader

We're looking for a driven and people-focused Support Team Leader to join our team at Braiins, the company which is shaping the future of Bitcoin mining software and services. In this role, you'll lead our support operations—ensuring our customers get fast, reliable help while also building and mentoring a high-performing support team.

This position combines leadership, process development, and technical understanding. You'll take ownership of customer issues, guide them through to resolution, and help shape how we support our users globally.

We're looking for someone who thrives in a fast-paced, ever-evolving technical environment and is passionate about developing people, streamlining support operations, and building strong customer relationships.

What Awaits You Here:

• Owning the customer support journey from issue identification through resolution.
• Developing and implementing support procedures, policies, and quality standards.
• Leading, mentoring, and growing a team of support agents, fostering a culture of empowerment and high performance.
• Keeping accurate records of support actions, issues, and customer communications.
• Compiling, analyzing, and reporting support performance metrics.
• Staying on top of Bitcoin mining industry trends and applying best practices to continually improve support operations.
• Optimizing resource use and managing support budgets effectively.
• Aligning team mission and execution with overall company strategy.
• Ensuring efficient workflow and prioritization within the team.

We Are Looking For Someone With:

• Master's degree in IT, business, or a related field or 5+ years of relevant experience.
• Proven experience leading a customer support or technical support team.
• Strong written and verbal communication in English (B2 level or higher).
• Technical aptitude and a willingness to understand Braiins products and the Bitcoin mining ecosystem.
• Flexibility and availability during off-hours in case of critical incidents.
• Proactivity and ability to quickly learn and adapt independently.
• Bonus: Experience with Linux/Windows command line or other relevant technical skills.

What We Offer To You:

• Full-time position with flexible working hours.
• Possibility to work remotely.
• Indefinite agreement.
• For employees 5 weeks of vacation and 3 sick days.
• Company events, grill parties and Braiins brunches in the office.
• Relaxing room, a shower, and a parking spot.
• Modern offices in the center of Prague, Czech Republic — the heart of Europe.
• Work on long-term projects in an interesting area of Bitcoin industry.