Support Lead The Support Lead ensures customers get fast, clear, and reliable support in day-to-day production use. This role is ideal for someone who enjoys solving customer problems, staying organized under pressure, and improving how support work gets done. This is a full time, New York based position, reporting to the Head of Product Strategy. Key Responsibilities Frontline support & triage - 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.. Support operations & continuous improvement - 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. Metrics & reporting - Help define and maintain lightweight support KPIs (e.g., response time, resolution time, incident volume). - Share simple reporting on themes, open risks, and improvements. Tooling strategy & selection - Evaluate, recommend, and implement tools required to operate an effective support function (e.g., ticketing systems, knowledge base, incident management, CRM integrations). - Assess trade-offs across build vs. buy decisions, ensuring scalability for future growth. - Stay informed on emerging support technologies (AI-assisted support, automation, observability Team growth, hiring, and culture - 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).