Customer Support Lead

About the role

Prometheum, founded in 2017, operates at the intersection of traditional finance and blockchain technology, providing a regulated ecosystem for crypto assets. The company aims to reshape capital markets infrastructure through its innovative broker-dealer entities and technology.

In the Customer Support Lead role, you will be the main contact for financial institutions, overseeing support operations, ticket management, and customer onboarding. Success in this position involves building robust support systems and ensuring clients can confidently use Prometheum's platform.

The salary range for this role is between $85,000 and $120,000, reflecting experience and expertise.

Skills that matter here

• customer support: This role involves managing day-to-day support operations and enhancing customer experience.
• client services: You will guide financial institutions through onboarding and support their use of the platform.
• technical support: Troubleshooting and resolving technical issues will be a key responsibility.
• financial services: Experience in this sector is crucial for understanding client needs and regulatory requirements.
• ticketing platform: Hands-on experience with a ticketing system like Zendesk is required to manage support requests.
• CRM: Familiarity with a CRM tool such as HubSpot will aid in managing customer relationships effectively.

Who this role suits

• Candidates should have a strong background in customer support, ideally in fintech or financial services.
• A proactive and customer-focused mindset is essential for delivering high-quality service.
• Strong organizational skills and the ability to manage multiple priorities will help in this role.
• Comfort with remote work and adaptability to a growing business environment is important.

From the employer

• 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.

• 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.

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