Customer Support Lead

Job Summary

To support the development and execution of a customer support strategy, the full-time Customer Support Lead will manage day-to-day support operations, build the support infrastructure, and create self-service resources while working remotely.

Key responsibilities:

• Own day-to-day support as the primary contact for financial institutions, managing tickets and escalations in compliance with company policies
• Build and iterate on the customer support infrastructure, including the ticketing system and knowledge base
• Guide onboarding for financial institutions and their representatives, ensuring a smooth transition to using the platform

Required qualifications:

• Proven experience in customer support or a related customer-facing role, preferably in financial services or fintech
• Demonstrated ability to manage customer inquiries, troubleshoot issues, and resolve escalations
• Experience with ticketing platforms (e.g., Zendesk) and CRMs (e.g., HubSpot)
• Hands-on experience with customer onboarding and account setup processes
• Strong organizational skills and the ability to manage multiple priorities effectively