Customer Support Lead

You will lead day-to-day customer support for financial institutions and registered representatives. You will manage tickets, troubleshooting, resolutions, and escalations while maintaining regulatory standards. You will build support infrastructure, create self-service resources, guide customer onboarding, train users, monitor adoption, identify root causes, report service metrics, and scale workflows.

Responsibilities

• Manage day-to-day support for financial institutions and registered representatives, including tickets, troubleshooting, resolution, and escalation.
• Build and improve support infrastructure, including the ticketing system, virtual phone line, SLAs, escalation paths, and knowledge base.
• Create and maintain FAQs, troubleshooting guides, and documentation.
• Guide financial institutions, registered representatives, and staff through onboarding to their first funded account and trade.
• Run training sessions, office hours, and how-to content for enterprise users and registered representatives.
• Identify inactive or struggling users and proactively resolve issues to encourage platform adoption.
• Track recurring issues and partner with Product and Engineering to address root causes.
• Track ticket volume, response and resolution times, and service quality; report trends and recommendations.
• Streamline workflows and design scalable processes for expanded coverage and team growth.

Requirements

• Experience in customer support, client services, technical support, or a related customer-facing role.
• Experience managing customer inquiries, troubleshooting issues, and resolving escalations.
• Experience developing, implementing, or improving customer support processes, workflows, and procedures.
• Hands-on experience with a ticketing platform such as Zendesk and a CRM such as HubSpot.
• Experience supporting customer onboarding and account setup.
• Organizational skills to manage multiple priorities and open issues.
• Written and verbal communication skills.
• Analytical, problem-solving, and decision-making skills.
• Ability to collaborate with cross-functional internal teams.
• Ability to work independently in a fully remote environment.

Benefits

• Stock options
• Health insurance
• Vision insurance
• Dental insurance