Customer Support Lead

Accountabilities:: Lead day-to-day customer support operations, serving as the primary point of contact for financial institutions and their registered representatives. Manage customer inquiries, support tickets, troubleshooting activities, issue resolution, and escalations while ensuring compliance with internal policies and applicable regulatory requirements. Develop, implement, and continuously improve customer support infrastructure, including ticketing systems, virtual phone support, service-level agreements (SLAs), escalation procedures, and knowledge bases. Create and maintain self-service resources, including FAQs, troubleshooting guides, instructional materials, and documentation addressing common customer questions. Manage customer onboarding processes, guiding financial institutions, registered representatives, and their teams from initial approval through account funding and their first transaction. Organize training sessions, office hours, and educational resources to help institutional clients and registered representatives use digital brokerage platforms effectively. Proactively identify inactive or struggling users, initiate outreach, resolve potential obstacles, and encourage greater platform adoption. Monitor recurring customer issues and collaborate with Product and Engineering teams to identify root causes and implement long-term solutions. Translate customer inquiries, feedback, and support ticket trends into actionable product recommendations and process improvements. Track and report key customer support performance indicators, including ticket volumes, response times, resolution times, and overall service quality. Share operational insights, performance trends, and improvement recommendations with relevant internal stakeholders on a regular basis. Optimize support workflows and develop scalable processes to accommodate expanded service coverage, increasing customer demand, and future team growth. Requirements: Proven professional experience in customer support, client services, technical support, or a related customer-facing role, preferably within financial services, fintech, or a technology-driven organization. Demonstrated experience managing customer inquiries, troubleshooting technical or operational issues, resolving complaints, and handling escalations effectively. Experience developing, implementing, or improving customer support processes, workflows, service procedures, and operational standards. Hands-on experience with customer support ticketing platforms such as Zendesk and Customer Relationship Management (CRM) systems such as HubSpot. Previous experience supporting customer onboarding, account setup, and user activation processes. Experience providing customer support and onboarding services to business or institutional clients, ideally within financial services or another regulated industry. Strong organizational and time-management skills, with the ability to manage multiple priorities, monitor outstanding issues, and consistently follow through on commitments. Excellent written and verbal communication skills, including the ability to explain technical, financial, and operational information clearly and professionally. Strong analytical, problem-solving, and decision-making abilities, with a proactive approach to identifying challenges and developing effective solutions. Ability to collaborate effectively with cross-functional teams, including Product, Engineering, and business stakeholders. Customer-oriented mindset and a strong commitment to delivering responsive, accurate, and high-quality service. Ability to work independently in a fully remote environment while remaining adaptable to changing priorities and the evolving needs of a growing organization. Must be currently residing and physically based in the United States, with the legal authorization to work in the country and meet applicable employment eligibility requirements. Benefits: Annual base salary: $85,000–$120,000, depending on experience and qualifications. Additional performance-based bonus opportunities tied to milestones and individual or organizational achievements. Stock options, offering the opportunity to participate in the organization's long-term growth. Comprehensive healthcare coverage, including medical, dental, and vision insurance. Fully remote working arrangement within the United States. Opportunity to take ownership of customer support strategy and build scalable operational processes. Exposure to innovative fintech solutions, blockchain technology, digital assets, and regulated financial services. Opportunity to collaborate with multidisciplinary teams across customer operations, product development, and engineering. Professional growth opportunities within an evolving financial technology environment.