Customer Support Lead

PactFi•New York, NY

About The Position

We’re seeking a Customer Support Lead to join our growing team as our first dedicated support hire. In this role, you will own the customer support function end to end—establishing processes, setting standards, and delivering high-quality support as we scale. You’ll serve as the primary point of contact for customer support while laying the foundation for a future support team. This role is ideal for someone who is both hands-on and operationally minded, comfortable resolving customer issues directly today while designing the workflows, tools, and practices that will support a growing customer base tomorrow. You’ll work closely with product, engineering, and operations to ensure customers receive timely, reliable, and effective support throughout their experience with our platform.

Requirements

5–7 years of experience in Customer Support, Technical Support, or other SaaS client-facing operational roles, preferably within FinTech.
Proven experience owning support workflows and resolving customer issues in fast-paced environments.
Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
Technical aptitude with SaaS platforms, tools, and integrations.
Detail-oriented and process-driven, with a strong focus on reliability and execution.
Comfortable working cross-functionally with product and engineering teams.
A startup-ready mindset: adaptable, hands-on, and comfortable building processes from the ground up.

Responsibilities

Own daily support operations end to end, including ticket intake, prioritization, coordination, escalation, and resolution while meeting service-level expectations.
Serve as the primary owner for customer issues, resolving inquiries directly and managing escalations in collaboration with product, engineering, and operations teams.
Design, document, and continuously improve support workflows, playbooks, and internal knowledge bases to ensure consistency, scalability, and operational efficiency.
Collect, analyze, and synthesize customer issues and feedback, sharing insights with internal stakeholders to inform product and operational improvements.
Work cross-functionally with product, engineering, and operations to communicate customer-impacting issues, align on priorities, and ensure timely and effective resolution.