🛠 Tech Stack

💼 About This Role

You'll lead and scale the partner support function, blending hands-on leadership with systems thinking. You'll shape the operational foundation of the support organization, driving operational excellence through scalable systems and processes. This role offers the chance to work cross-functionally with Product, Engineering, and Operations in a fast-growing fintech.

🎯 What You'll Do

• Handle escalated support inquiries with timely, service-oriented responses.
• Lead, coach, and develop the Customer Support team.
• Optimize Zendesk workflows including ticket tagging and automation.
• Improve the Help Center to drive self-service adoption.

📋 Requirements

• 3+ years in Customer Support, Partner Support, or similar client-facing role.
• 1-3 years of leadership experience managing people or cross-functional initiatives.
• Experience building or optimizing support systems (Zendesk preferred).
• Strong operational mindset with ability to design scalable processes.

✨ Nice to Have

• Fintech, SaaS, or financial services background.
• Data-driven decision making with support metrics analysis.
• Experience with AI support chat projects.

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 💻 Remote flexibility with hybrid NYC option
• 📈 Equity in a fast-growing company
• 🏥 Health, dental, vision insurance
• 🧠 Professional development opportunities