Customer Support Lead
Leads Tier 3 escalations for complex fintech support cases involving disputes, fraud, and compliance. Analyzes patterns, documents solutions, builds SOPs/training to reduce escalations, and collaborates cross-functionally. Requires 4+ years support experience with proven reduction in escalations.
About the job
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: 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: worked directly with Engineering, Compliance, or Legal to resolve issues, not just flagged them upward
- Strong written communication: 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: 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.
Compensation
Annual starting salary range: $120,000–$160,000 + equity + benefits.
Skills
Customer Support, Escalation Management, SOPs, Knowledge Base, Csat Analysis, Cross-Functional Collaboration, Ticket Analysis, Bpo Management, Fintech, Help Center
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