Customer Support Lead

Ficus Platforms•New York, NY

About The Position

Ficus is hiring a Customer Support Lead to build and shape our customer support function from the ground up. Our Customer Support team helps customers get the most value from Ficus by delivering thoughtful, responsive support across phone, text, email, messaging, and chat. The ideal candidate brings experience in financial services and contact center operations, with a strong understanding of what it takes to deliver exceptional service in a highly regulated industry. This is a hands-on, player-coach role for someone who is collaborative, action-oriented, and excited to build in a fast-moving startup environment. You’ll set the standard for excellent customer service while developing the processes, tools, and practices that will help the support function scale.

Requirements

Bachelor’s degree or equivalent practical experience, including 3+ years of experience building, managing, or scaling a customer support team.
Experience in banking, financial services, fintech, or an early-stage startup is strongly preferred.
Excellent written and verbal communication skills.
A thoughtful, customer-first approach and a positive, collaborative, and inclusive working style.
Comfortable navigating ambiguity, supporting multiple products, and working across different systems in a fast-moving startup.
Strong analytical skills, with experience using Google Workspace or Microsoft Office, CRM platforms, and other tools to track and improve team performance.
Excited to learn, take on new challenges, and solve problems without a predefined playbook.
Passionate about building a strong team culture and creating a positive employee experience.
Experience developing and owning customer support training and onboarding programs.
Strong organizational and time-management skills, with the ability to manage multiple priorities.
Self-directed and comfortable working independently with minimal oversight.
Highly motivated to make a meaningful impact and help shape how Ficus serves its customers.
Willing and able to work flexible hours when customer or business needs require it.

Responsibilities

Lead Customer Support team projects and initiatives in a collaborative manner, equally balancing the customer experience with efficiency opportunities.
Provide guidance and leadership to team members, assisting in managing both internal and external support staff.
Support and develop both internal team members and external support partners, setting clear expectations and helping them succeed.
Forecast support volume and evaluate staffing needs to ensure the team can maintain strong service levels as the business grows.
Help select and onboard an outsourced support partner.
Conduct regular quality reviews across internal and external support teams to ensure customers receive accurate, timely, and thoughtful support that aligns with Ficus standards.
Remain hands-on by responding to a high volume of customer and prospect inquiries across phone, text, chat, messaging, and email.
Identify opportunities to improve the end-to-end customer experience and partners across Ficus to prioritize and implement solutions.
Set the standard for thoughtful problem-solving by listening carefully, taking ownership, thoroughly evaluating issues, and guiding them through resolution.
Manage complaints in accordance with company policies and regulatory requirements, working toward fair resolutions while preventing unnecessary escalation.