Customer Support Lead

Responsibilities

• Own Tier 3 escalations — complex cases with financial, legal, or regulatory implications that require cross-functional coordination
• Work directly with Engineering, Product, Fraud, and Compliance to resolve issues and identify root causes
• Document resolution paths and update the internal knowledge base so cases don't repeat unnecessarily
• Identify patterns in escalations and CSAT data and surface them clearly to the relevant teams
• Contribute to SOPs and training materials that help frontline and BPO agents handle more on their own
• Publish Help Center content that reduces inbound volume on common issues

Requirements

• 4+ years in customer support, with substantial time spent at a lead level
• Demonstrated experience reducing escalation volume: you've identified a pattern, built the fix (SOP, macro, training), and measured the result
• Experience enabling other tiers to handle more, whether through writing documentation or running training that demonstrably expanded what frontline or T2 agents could resolve
• Strong cross-functional instincts: you've worked directly with Engineering, Compliance, or Legal to resolve issues, not just flagged them upward
• Strong written communication. You can document a resolution path clearly enough that someone else can follow it without you in the room
• Analytical enough to pull ticket data, spot a pattern, and present a clear, actionable point of view, not just a summary
• BPO experience: you've managed or closely supported an outsourced team and understand how to build for that environment
• Fintech, payments, or financial services background is a meaningful plus