Client Support Team Lead

Job Summary

A company is looking for a Client Support Team Lead to build and lead a support organization.

Key Responsibilities

• Design and manage the support infrastructure, including ticketing systems and escalation paths
• Lead and develop a team of Client Support Associates, establishing performance expectations and career paths
• Implement AI-assisted workflows and maintain a self-service knowledge base to enhance client support

Qualifications

• 5+ years of experience in client support or technical support, with at least 2 years in a management role
• Proven experience in building or scaling a support organization
• Experience with support analytics and tools such as Zendesk or Intercom
• Background in fintech, wealthtech, or a similar regulated B2B SaaS environment preferred
• Strong ability to collaborate with cross-functional teams and drive operational improvements