Customer Support Lead

Ficus Platforms • New York, NY

13h

About The Position

We are hiring a Customer Support Lead to help build Ficus’s customer support function from the ground up. You will work directly with the founders to define what exceptional customer support looks like at Ficus: personally supporting customers across voice, text, email, messaging, and chat while building the processes, tools, training, and service standards needed to scale. You will be the first customer support hire at the company, with meaningful ownership over the entire customer experience. You should be excited to stay close to customers, solve sensitive and complex problems, build new systems from scratch, and eventually hire and lead a broader support team. The ideal candidate brings experience in financial services and contact center operations and understands how to deliver empathetic, high-quality service in a heavily regulated industry.

Requirements

• Bachelor’s degree or equivalent professional experience, including 3+ years of experience managing a customer support team
• 3+ years of experience in banking and/or a startup environment preferred
• Excellent written and verbal communication skills
• A track record of delivering exceptional customer service and bringing a positive, inclusive, and collaborative attitude to your work
• Ability to thrive in a dynamic, complex startup environment while supporting multiple products and navigating a variety of systems and applications
• Strong analytical and presentation skills, with experience using Microsoft Office or G-Suite alongside CRM and other support tools to analyze and report on team performance
• Eagerness to learn, take on new challenges, and adapt as the company grows
• A passion for building a strong company culture and creating a positive employee experience
• Experience owning customer service training and ensuring new team members ramp successfully
• Strong organizational and time-management skills
• Ability to work independently with minimal direction or supervision
• A highly motivated, hands-on mindset and genuine interest in helping shape Ficus at an early stage
• Flexibility to work outside standard hours when needed

Responsibilities

• Lead Customer Support projects and initiatives, balancing an exceptional customer experience with opportunities to improve efficiency.
• Provide guidance, mentorship, and day-to-day leadership to both internal and external support team members.
• Conduct regular forecasting and resource assessments to ensure the team can support business growth while meeting established service levels.
• Help select and implement an outsourced support partner, eventually serving as the day-to-day liaison to its management team. This includes providing training, communicating key information, and acting as an escalation point for customer inquiries and complaints.
• Conduct quality reviews of internal and external support staff to ensure team members meet expectations for quality of care and provide accurate, timely information consistent with Ficus processes and service standards.
• Manage a high volume of inbound calls, texts, chats, messages, and emails from customers and prospective customers across all Ficus products and services.
• Identify opportunities to improve the customer experience from end to end and partner with other Ficus leaders to prioritize and implement improvements.
• Act as a leader and mentor to the broader support team. When resolving issues, use active listening and strong comprehension skills to take ownership, conduct a thorough evaluation, and guide the issue through resolution while setting the right example for the team.
• Manage complaints in accordance with company policies and compliance requirements, working toward positive resolutions for customers and prospective customers while preventing further escalation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level