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FoundingRemote · Full-time · Operations
Customer Support Lead
Be the person customers trust when it matters most.
Financial products break at the worst times — a failed transfer, a blocked account, a KYC hold. We need someone who can own the support function end-to-end: handle escalations, build the processes, and set the bar for how we treat customers. This is a founding role, not a ticket queue.
What you'll do
- →Own the customer support function across all channels — email, chat, and in-app
- →Resolve escalated issues related to payments, accounts, KYC/KYB, and cards
- →Build and maintain a support knowledge base, macros, and escalation workflows
- →Identify recurring issues and work with product and engineering to resolve root causes
- →Track support metrics: response time, resolution rate, CSAT, and backlog health
- →Hire and onboard support agents as the team scales
Requirements
- ✓4+ years in customer support or operations — fintech, banking, or payments required
- ✓Experience owning a support function, not just executing within one
- ✓Familiarity with KYC/KYB processes and how identity verification issues present in support
- ✓Strong written communicator in both English and Spanish
- ✓Experience with support tooling (Intercom, Zendesk, or equivalent) and CRM systems
- ✓Calm under pressure — you've handled high-stakes financial disputes and know how to de-escalate
Nice to have
- +Experience supporting customers in LATAM or other international markets
- +Background in compliance, fraud, or financial operations
- +Experience building a support team from scratch at an early-stage company
What we offer
- ✓Competitive salary + equity
- ✓Full ownership of the support function — build it the right way from day one
- ✓Remote-first environment
- ✓Direct access to product and engineering to fix problems at the source