Customer Support Lead

Prometheum•New York, NY

1d•$85,000 - $120,000•Remote

About The Position

The Customer Support Lead will contribute to the development and execution of Prometheum Capital’s customer support strategy across multiple product lines, starting with Digital Brokerage Solutions. The role collaborates with internal and external stakeholders to identify problems, evaluate tools and technologies, and implement solutions that deliver a high-quality customer experience. It provides customer assistance and service within a regulated financial services environment. Success requires motivation, attention to detail, collaboration, problem-solving, and enthusiasm for contributing to an innovative fintech organization.

Requirements

Proven experience in customer support, client services, technical support, or a related customer-facing role.
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, such as Zendesk, and a CRM, such as HubSpot.
Experience supporting customer onboarding and account setup processes.
Strong organizational skills and ability to manage multiple priorities, track open issues, and follow through on commitments.
Excellent written and verbal communication skills, including 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.
Proactive, customer-focused approach and commitment to high-quality service.
Comfort working independently in a fully remote environment and adapting to the evolving needs of a growing business.

Nice To Haves

Customer-facing experience preferably within financial services, fintech, or a technology-driven environment.

Responsibilities

Own day-to-day customer support as the primary point of contact for financial institutions and their registered representatives; manage tickets, troubleshooting, resolutions, and escalations in accordance with company policy and regulatory requirements.
Build and improve support infrastructure, including the ticketing system, virtual phone line, service-level agreements, escalation paths, and knowledge base.
Create and maintain FAQs, troubleshooting guides, and documentation addressing common questions.
Guide financial institutions, registered representatives, and their staff through onboarding from approval to their first funded account and first trade.
Conduct training sessions, office hours, and create how-to content to help enterprise users and registered representatives use the platform confidently.
Identify inactive or struggling users and proactively resolve issues to encourage platform adoption.
Track recurring issues and partner with Product and Engineering to address root causes and translate ticket themes into product feedback.
Track ticket volume, response and resolution times, and service quality; regularly share trends and recommendations with internal stakeholders.
Streamline workflows and design processes to support expanded coverage hours and future team growth.