About The RoleOur clients trust us to power money movement for their end users, and their confidence in that experience is inseparable from their confidence in us. We're looking for a Senior Support Lead who can be trusted with real judgment calls, not just process, and who takes genuine ownership of the day-to-day support experience. You'll be the person the L1 team turns to when something needs a decision and needs it made well, and you'll take real pride in building out the tooling, workflows, and processes that let quality hold as we scale rather than erode. This gives our Head of Customer Success the room to focus on strategy and enterprise relationships, while you own the operational excellence underneath it.
What You'll Do- Own Day-to-Day Support Operations: Lead-style management of our external support team, including coaching, shift coverage, and triaging what gets escalated upward.
- Run First-Pass Escalation Triage: Take the first pass on issues currently going to engineering. Resolve what's covered by existing process, and escalate only what's genuinely necessary.
- Build the Support Foundation, Then Own QA: Partner with the Head of Customer Success to strengthen our support tooling and processes. Once that foundation is in place, quality assurance becomes your full-time focus, making sure standards are applied consistently across every interaction.
- Support Enterprise Reporting: Help prepare and spot-check the reporting we share with clients, and keep our internal and external documentation current.
- Manage Our External Support Partner: Track performance against agreed standards, and hold our team to a high bar as we refine their scope.
- Cover the Queue When Leadership Is Heads-Down: Monitor tickets and escalations while the Head of Customer Success is in client meetings or otherwise unavailable.
Required Skills and Qualifications- 5-7 years of experience in customer support, support operations, or CX, ideally in fintech, payments, or crypto.
- Experience managing an outsourced or offshore support team, including performance reviews and quality oversight.
- Hands-on experience with modern support tooling, including building workflows and reporting.
- Comfort making fast, judgment-based decisions inside clearly defined guardrails, and knowing when to escalate rather than decide.
- Strong written communication; you'll be setting the tone for how we sound to end users and partners.
Nice to Have- Familiarity with crypto or blockchain-based products, even as a user.
- Experience building a support operation from an early or informal state into something more structured.
- Exposure to compliance-adjacent support workflows (KYC, transaction disputes, fraud review).
Why Join Us
• Shape the future of payments and programmable money
• Work with bleeding-edge tech in a domain where innovation moves fast
• Join a mission-driven team focused on access, openness, and trust
• Be a key contributor, not just a cog-your work will ship fast and matter
• Collaborate with top-tier protocols, builders, and financial infrastructure providers
Location and Work Environment This role is primarily in-person at our Midtown, NYC headquarters. We work together Monday through Thursday for fast, iterative collaboration and optional WFH Fridays to reset and recharge.
