💼 About This Role

You'll build and lead a world-class support organization at a leading fintech platform, driving the shift from reactive to proactive client success. You'll own the support infrastructure and implement AI-assisted workflows to scale intelligently.

🎯 What You'll Do

• Design and own support infrastructure: ticketing, routing, SLAs, and tier structure
• Lead, coach, and develop a team of Client Support Associates
• Drive shift from reactive to proactive support using data and analytics
• Implement AI-assisted workflows to improve response quality and reduce manual effort

📋 Requirements

• 5+ years in client support or technical support, with 2+ years in people management
• Proven track record of building or scaling a support organization
• Demonstrated success using data to drive support operations
• Deep understanding of modern support tooling like Zendesk or Intercom

✨ Nice to Have

• Experience in fintech, wealthtech, or legaltech
• Familiarity with AI-assisted support tools

🎁 Benefits & Perks

• 🏠 Hybrid remote flexibility
• 🏥 Excellent medical, dental, and vision insurance
• 💰 Company equity managed through Carta
• 👶 100% paid parental leave
• 🏖️ Flexible PTO

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Phone Screen· 30 min
2. 2Technical Interview· 60 min
3. 3Final Interview· 60 min