Customer Support Lead
Core
Lead customer support operations for institutional clients and registered representatives in a fintech/digital asset environment, focusing on onboarding, troubleshooting, and process improvement.
Role type
Senior Customer Support Lead (Fintech)
Builds
Scalable support infrastructure, self-service resources, and operational workflows for institutional clients.
Domain
Fintech / Digital Assets / Regulated Financial Services
Required skills
Customer support operations management, technical troubleshooting, process improvement, onboarding management, ticketing systems (Zendesk), CRM systems (HubSpot), cross-functional collaboration, data analysis, stakeholder communication
Preferred skills
Experience in financial services or regulated industries, knowledge of blockchain technology, ability to work independently in remote settings
Technologies
Zendesk, HubSpot
Responsibilities
Lead day-to-day customer support operations, manage customer inquiries and escalations, develop support infrastructure and SLAs, create self-service resources, manage customer onboarding, organize training sessions, identify user issues and drive product improvements, track performance metrics, optimize workflows
Seniority
Senior, hands-on IC
