Support Lead

Key Responsibilities

• Monitor inbound support channels and respond to customer issues promptly
• Triage requests (severity, impact, urgency), gather context, and drive issues to resolution
• Provide clear, timely customer updates during investigation and resolution
• Escalation coordination
• Run escalations by pulling in the right internal responders (Engineering, Platform/SRE, Product, Connectivity) and keeping communication tight
• Own end-to-end incident handling, customer communication, and resolution
• Maintain and improve support runbooks, escalation paths, and response checklists
• Capture recurring issues and contribute to root-cause analysis and follow-ups
• Track support action items and ensure follow-through
• Help define and maintain lightweight support KPIs (e.g., response time, resolution time, incident volume)
• Share simple reporting on themes, open risks, and improvements
• Evaluate, recommend, and implement tools required to operate an effective support function (e.g., ticketing systems, knowledge base, incident management, CRM integrations)
• Absorb and assess trade-offs across build vs. buy decisions, ensuring scalability for future growth
• Stay informed on emerging support technologies (AI-assisted support, automation, observability)

Support operations & continuous improvement

• Help scale the support function over time by identifying gaps, defining roles, and contributing to hiring plans
• Participate in sourcing, interviewing, and onboarding new support team members
• Coach and mentor teammates through feedback, pairing, and clear expectations
• Build and reinforce a culture of excellence: high ownership, crisp communication, strong customer empathy, and continuous improvement

Requirements

• Experience in customer support or a customer-facing operations role
• Strong organization and follow-through; comfortable managing many moving parts
• Clear written and verbal communication skills
• Ability to work cross-functionally and keep stakeholders aligned
• Comfort learning new tools and domains
• Familiarity with incident management, ticketing, monitoring/alerting, or runbooks
• Experience supporting technical products (SaaS, fintech, or trading/markets-adjacent)