Customer Support Lead

Key responsibilities

• Serve as a primary support contact for financial institutions and their registered representatives.
• Manage incoming customer inquiries, troubleshooting requests, ticket resolution, and escalations.
• Develop and improve customer support systems, including ticketing software, phone support, service-level agreements, and escalation procedures.
• Create and maintain FAQs, troubleshooting guides, and other self-service support resources.
• Guide institutional clients and their teams through account onboarding, from approval to initial account funding and trading activities.
• Deliver training sessions, office hours, and educational resources to help customers use the platform.
• Identify customers who need additional assistance and proactively address adoption challenges.
• Work with Product and Engineering to investigate recurring issues and recommend lasting solutions.
• Track ticket volume, response times, resolution times, and customer service quality.
• Prepare performance reports and share operational recommendations with internal stakeholders.
• Improve support workflows to accommodate future team growth and expanded service coverage.

Required qualifications

• Professional experience in customer support, client services, technical support, or a related customer-facing role.
• Experience responding to customer inquiries, troubleshooting problems, and managing escalations.
• Experience developing, implementing, or improving customer support processes and workflows.
• Hands-on experience with a support ticketing platform, such as Zendesk, and a CRM platform, such as HubSpot.
• Experience supporting customer onboarding and account setup.
• Strong written and verbal communication skills, including explaining technical or operational information clearly.
• Strong organizational skills and the ability to manage multiple priorities and unresolved issues.
• Analytical thinking, sound judgment, and effective problem-solving abilities.
• Ability to collaborate with internal teams and work independently in a fully remote environment.
• Must reside in the United States and meet applicable U.S. employment eligibility requirements.

Preferred qualifications

• Customer support experience in financial services, fintech, or another technology-driven environment.
• Experience supporting financial institutions, registered representatives, or other business clients.
• Familiarity with regulated financial services and related customer support requirements.

Degree and experience

Degree

Not stated

Experience

Entry level

Location and eligibility

Eligible:

United States

Exclusions:

None stated

Work arrangement:

Remote

Remote does not always mean worldwide. Only the locations listed here were confirmed with the employer.

Schedule and time zone

Schedule

Full-time; specific working hours not stated

Benefits

Health insurance Dental insurance Vision insurance Stock options Potential performance-based bonus tied to milestones and achievement Benefits and equity are subject to employer eligibility and applicable plan terms.

Visa sponsorship

U.S. work authorization required; sponsorship availability not stated

Listing details

Published:

Nov 11, 2026

Last manually checked:

Nov 11, 2026

Official source:

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