[Hiring] Customer Support Lead @Qompyl

Role Description

As Qompyl’s first dedicated Customer Support Lead, you’ll help early users get started and take ownership of their support requests. You’ll also build the processes that help us respond consistently, follow issues through to resolution, and understand where users are getting stuck. This is a hands-on individual contributor role. You’ll cover agreed weekday support windows and work closely with Product, Engineering, and QA.

What you’ll do

• Own our primary support channel during agreed coverage windows.
• Help users get set up, build their first strategy, run a backtest, and interpret what the platform shows them.
• Investigate reported issues, reproduce them where possible, and document clear findings.
• Escalate bugs or urgent incidents to the right team and keep users updated through resolution.
• Set up a simple process for logging, prioritizing, and escalating requests.
• Turn common questions into reusable replies, FAQs, and short troubleshooting guides.
• Share recurring issues and points of confusion with Product so the team can improve the app, onboarding, and help content.
• Track request volume, first-response times, and open cases to help us decide when we need more support hours or coverage across additional time zones.

Qualifications

• Around five or more years in customer or technical support for a digital product.
• Strong written English and the ability to explain technical workflows to users with different levels of experience.
• Practical troubleshooting skills and the ability to write a clear handoff for Product, Engineering, or QA.
• Experience improving a support workflow, creating help content, or introducing a better way to track requests and follow up.
• Sound judgment about what to handle independently, what to escalate, and how to prioritize within agreed coverage hours.
• Experience in trading, fintech, financial analytics, or technical SaaS is helpful.
• Familiarity with shared inboxes, ticketing systems, or help centers.

What you’ll aim to deliver in your first 90 days

• Launch the primary support channel and communicate coverage windows and response expectations to users.
• Put a process in place for tracking and prioritizing requests, with clear internal owners for bugs and urgent incidents.
• Create an initial set of FAQs, troubleshooting guides, and reusable replies based on real support requests.
• Share a first review of support demand, response times, open cases, and recurring issues, with recommendations for product, documentation, or coverage improvements.

Compensation

• Equity only, with no cash salary at this stage.
• Cash compensation will be revisited once Qompyl secures funding or starts generating revenue.
• Most work is asynchronous, with agreed weekday windows for customer support.