Support Lead
Singapore
As a Support Lead at Enjinstarter, a blockchain launchpad specialized in Web3, AI, gaming, metaverse, and entertainment, my primary duties are:> Know Your Customer (KYC) | Blockpass & Persona: Meticulously reviewed over 40,000+ KYC profiles for new customer/investor accounts from over 155 countries. Conducted thorough evaluations of high-risk accounts and analyzed new customer processes and policies to ensure compliance and security with proper due diligence.> Reviewed and handled thousands of tickets, emails, messages, and queries on all support tools and applications (Zendesk, Telegram, Discord, & Helpdesk email).> Responsible for leading a support team of up to 4 employees.> Led and oversaw my support team in the prime execution of their operational duties, ensuring that every team member met and exceeded their objectives and deliverables.> Monitored and ensured that all support tickets, emails, messages, and queries on all support tools and applications were handled carefully and promptly by the whole support team.> Consistently calculated and updated the company's KYC, staking, social media performance, and IDO performance trackers/data.> Collaborating with the engineering/technical team to implement features that the community has requested.> Community Support (Customer & Technical) & Management