Customer Support Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of day-to-day support and act as the main point of contact for financial institutions and their registered representatives.

• Handle tickets, troubleshoot issues, provide resolutions, and escalate matters in accordance with company policies and regulatory requirements.

• Oversee and enhance the customer support ticketing system, virtual phone line, service level agreements (SLAs), escalation paths, and knowledge base.

• Compose and update FAQs, troubleshooting guides, and documentation.

• Assist financial institutions, registered representatives, and their teams from the approval stage to the first funded account and initial trade.

• Conduct training sessions, office hours, and how-to content alongside client personnel.

• Identify inactive or struggling users and promote platform engagement.

• Monitor recurring issues and collaborate with Product and Engineering teams to resolve root causes.

• Analyze ticket volume, response and resolution times, and service quality; share trends and recommendations with internal stakeholders.

• Optimize workflows and design processes for extended coverage hours and future team expansion.

• Work with internal and external stakeholders to create and implement a customer support strategy across product lines.

⛳️ Requirements

• Demonstrated experience in customer support, client services, technical support, or a similar customer-facing role, ideally in financial services, fintech, or a technology-driven setting.

• Proven track record in managing customer inquiries, troubleshooting problems, and resolving escalations.

• Experience in developing, implementing, or enhancing customer support processes, workflows, and procedures.

• Practical experience with a ticketing platform (e.g., Zendesk) and a CRM system (e.g., HubSpot).

• Familiarity with supporting customer onboarding and account setup processes.

• Strong organizational abilities to manage multiple priorities, track outstanding issues, and consistently follow through on commitments.

• Exceptional written and verbal communication skills, able to articulate technical or operational information clearly and professionally.

• Strong analytical, problem-solving, and decision-making capabilities.

• Ability to effectively collaborate with cross-functional internal teams.

• A proactive, customer-centric mindset with a dedication to delivering high-quality service.

• Comfortable working independently in a fully remote environment and adapting to the changing needs of a growing business.

• Must reside and be physically located in the United States.

• Legally authorized to work in the United States and capable of meeting the employment eligibility criteria for this role.

• Willing to undergo a pre-employment background check.

• Able to provide two professional references based in the United States.

🏝️ Benefits

• Additional opportunities for performance-based bonuses tied to milestones and achievements.

• Stock options available.

• Health, vision, and dental insurance provided.