Customer Support Manager

Customer Support Manager
Location: San Salvador, El Salvador (on-site, CNR call-center facility)Company: ModveonProduct: Sivar: Hyperlocal communities and digital wallet super-app

Role Summary
Owns the design, buildout, and day-to-day operation of Sivar's in-country customer support function. Sivar is a nationally-scaled community, communications and financial product, and this role is responsible for running a compliant support operation in which agents triage and escalate sensitive issues to the appropriate teams, rather than resolving them directly.
This role sits at the intersection of engineering, product, government partners, and a government-provided call center. You will build and lead a team of 25–100 agents as the business grows, maintaining 24/7 coverage across the operation. You'll also own customer support metrics, customer support tools like Zendesk, sharing insights with the broader team to surface escalation trends, drive operational improvements, and reflect the overall health and satisfaction of our customer base.

About Us
We’re a venture-backed startup headquartered in downtown Palo Alto, California. Backed by leading institutional investors and strategic angels, we’re building a verified operating system designed to run at national scale.
Our platform brings together digital identity, secure communication, modern money movement, and intelligence-driven services in a single system. Built on modern financial rails and applied AI, it supports real-world use cases such as payments, remittances, and digital services - designed for reliability, security, and scale.
We’re starting with deployments across markets where modern infrastructure meets real operational demand, and expanding globally from there. Initial institutional deployments are underway, with commercial agreements in place and revenue already being realized.

What You Will Own
Support platform & systemsFull administration of Zendesk (Suite + Talk Professional, omnichannel routing): triggers, views, groups, ticket forms, macros, SLAs, CSAT, and Help Center.Own the telephony stack — IVR design, routing, failover protocol, and the outbound-calling architecture decision (SIP/BYOC vs. PBX).Own integrations: WhatsApp deflection (Respira), secure file collection (SendSafely/EDD), video calls (Screendesk), reporting (Explore), App stores, and WFM tooling.
Operations & teamBuild and run training programs for all staff, including agents, kiosk attendants, temporary workers, and other team members, as well as workforce/occupancy models and quality/CSAT programs.Scale and manage the front-line and specialist agent org across multiple routing lanes (RNPN, Wallet Ops triage, compliance, security).Author and maintain the CS escalation architecture: CAT flows, macro sets, and the read-only, tip-off-safe, escalate-never-adjudicate compliance doctrine.Capacity utilization: Drive team productivity during low-volume periods by contributing to high-impact initiatives, including knowledge base maintenance, community content seeding, user research and peer enablement. Team development: Establish and mentor a tier of Team Leads to decentralize daily management, driving operational efficiency.Provide language translation or interpretation support for customers and staff as needed.Perform additional duties and responsibilities as directed by the Country Manager.
Partner & stakeholder managementDirect the CNR government call-center relationship (space and agents provided; operational direction owned by CS).Coordinate across internal engineering/product (launch loading, flow testing) and external bodies — RNPN/Identidad Digital, Defensoría del Consumidor, PuntoXpress, Coinbase, compliance partners.Represent CS in cross-functional GTM decisions (phone-verification gating, edge-case offboarding, fee/wallet content sign-off).Institutional coordination: Work closely and on an ongoing basis with the client and the Country Manager to manage and follow up on institutional requests arising from day-to-day operations. This role will be responsible for facilitating coordination among all parties involved, ensuring clear, timely, and effective communication between the client, CNR, and the Modveon team, as well as the appropriate follow-up and escalation of operational requests.

What You BringDeep hands-on Zendesk setup, administration (omnichannel, Talk, Explore) and CS-tooling integration experience — including the ability to architect clean escalation paths where sensitive-case resolution happens off-platform and invisible to the partner call center.Proven record standing up support operations for a regulated/financial product, with the operational instincts to scale infrastructure for a 1M+ user base and beyond.Fluent bilingual English/Spanish; comfortable operating across engineering, government, and vendor stakeholders.Strong judgment on compliance-safe support design (fraud/sanctions handling, data access, tip-off risk).
Why Join UsWork That Matters: You’ll help build critical financial and digital infrastructure that makes systems safer, faster, and more transparent at scale.Frontier Problems: We operate at the intersection of identity, communities, modern money movement, and agent-driven services—complex, regulated domains that remain largely unsolved.Global from Day One: Built in El Salvador and United States together. What we ship has the potential to become core infrastructure for entire nations.Real Ownership: You’ll own clearly defined product and technical domains end to end, from strategy through execution and outcomes.High-Agency Culture: High trust, low process, fast iteration. We value technical excellence and people who take initiative and act with ownership.
What We OfferCompensation That Reflects Impact: Highly competitive salary plus meaningful equity, designed for people who want real ownership and long-term alignment with the company.Performance-Based Incentives: Opportunity to earn performance-based bonuses tied to operational excellence, customer satisfaction, team performance, and key company objectives.Comprehensive Health Coverage: Top-tier medical, dental, and vision insurance for you and your dependents.Flexible Time Off: Flexible PTO after the first 9 months with no preset cap—balanced by ownership, accountability, and outcomes.Professional Growth & Leadership Development: Direct exposure to senior leadership and the opportunity to build and lead a customer support organization from the ground up as Sivar scales nationally.Learning & Development: Access to relevant training, certifications, and professional development opportunities in customer support operations, leadership, financial services, compliance, and the tools required for the role.Tools to Do Your Best Work: Company-provided equipment such as a Macbook for the daily operation and access to the software, systems, and resources needed to effectively lead a high-performing support operation.A Unique Opportunity to Build at Scale: The opportunity to design and operate a customer support function serving a nationally scaled digital platform, working directly with product, engineering, government institutions, and strategic partners.