[Hiring] Customer Support Lead @Prometheum

Role Description

This Customer Support Lead will contribute to the development and execution of Prometheum Capital’s customer support strategy across multiple product lines, starting with Digital Brokerage Solutions. You will collaborate with internal and external stakeholders to identify problems, evaluate new tools and technologies, and implement the right solutions to give our customers and users the best in class experience. You will play an important role in assisting customers and delivering a high standard of service within a regulated financial services environment. Success in this role requires highly motivated, detail-oriented individuals who thrive in a collaborative environment, enjoy solving problems, and are excited to contribute to an innovative fintech organization.

Responsibilities

• Own day-to-day support.
• Be the primary point of contact for financial institutions and their registered reps. Manage tickets, troubleshooting, resolution and escalation, in line with company policy and regulatory requirements.
• Build the support infrastructure.
• Manage and iterate customer support ticketing system, virtual phone line, SLAs, escalation paths and knowledge base.
• Create self-service resources.
• Write and maintain FAQs, troubleshooting guides and documentation for the most common questions.
• Own onboarding.
• Guide financial institutions, registered representatives, and their staff from approval to first funded account and first trade.
• Enable enterprise users and registered representatives.
• Run training sessions, office hours and how-to content alongside client staff, so clients can use the platform confidently.
• Drive adoption.
• Spot inactive or struggling users and reach out early to resolve issues and encourage platform use.
• Fix root causes.
• Track recurring issues and work with Product and Engineering to address them, turning ticket themes into product feedback.
• Measure and report.
• Track ticket volume, response and resolution times, and service quality, and share trends and recommendations with internal stakeholders on a regular cadence.
• Build for scale.
• Streamline workflows and design processes that support expanded coverage hours and future team growth.

Qualifications

• Proven experience in customer support, client services, technical support or a related customer-facing role, preferably within financial services, fintech or a technology-driven environment.
• Demonstrated experience managing customer inquiries, troubleshooting issues and resolving escalations.
• Experience developing, implementing or improving customer support processes, workflows and procedures.
• Hands-on experience with a ticketing platform (e.g., Zendesk) and a CRM (e.g., HubSpot).
• Experience supporting customer onboarding and account setup processes.
• Strong organizational skills with the ability to manage multiple priorities, track open issues and consistently follow through on commitments.
• Excellent written and verbal communication skills, with the ability to explain technical or operational information clearly and professionally.
• Strong analytical, problem-solving and decision-making skills.
• Ability to collaborate effectively with cross-functional internal teams.
• A proactive, customer-focused approach with a commitment to delivering high-quality service.
• Comfortable working independently in a fully remote environment and adapting to the evolving needs of a growing business.

Benefits

• Competitive salary based on experience
• Stock options
• Excellent benefits including: Health, Vision & Dental Insurance