Head of Customer Support

JuiceX • FL, FL

1d

About The Position

We are hiring a Head of Customer Support to lead and scale the customer support function for JuiceX's Exchange. This person will own the end-to-end customer support experience, including the team, tooling, processes, and service levels that the Exchange requires. The role is responsible for resolving customer issues across the full lifecycle of a participant's experience, including account setup and onboarding, trade-related questions and disputes, deposits and withdrawals, and platform usability. This person will work closely with Compliance, Market Operations, and Technology to ensure customer issues are handled accurately, escalated appropriately, and documented in a way that meets regulatory expectations.

Requirements

• Experience leading or scaling a customer support function, ideally for a trading platform, exchange, brokerage, fintech, or other DCM/financial-services environment
• Hands-on experience administering and configuring HubSpot Service Hub (ticketing, pipelines, SLAs, knowledge base, automation, and reporting), as this is JuiceX's customer service platform
• Demonstrated experience resolving customer issues specific to a trading or exchange platform, including trade questions and disputes, payment and funding issues (deposits, withdrawals, settlement), account setup and KYC/onboarding, and general platform support
• Experience refining support workflows, escalation paths, and runbooks in an environment where some issues carry regulatory or compliance implications
• Strong communicator able to coordinate across customer-facing, compliance, operations, and engineering teams
• Bachelor's degree required
• 5+ years in customer support or customer success, with at least 2+ years in a leadership or team-management capacity
• Proven experience as a HubSpot Service Hub administrator or power user; HubSpot certifications a plus
• Strong attention to detail and the ability to handle sensitive customer and financial information appropriately
• Clear written and verbal communication skills

Nice To Haves

• Familiarity with trading systems, order flow, or financial market operations is preferred
• Experience at an exchange, FCM, broker-dealer, prediction market, or trading firm preferred

Responsibilities

• Lead and scale JuiceX's customer support function, including team structure, staffing, and coverage model
• Own and administer the primary support platform, including ticketing pipelines, automations, SLAs, knowledge base, and reporting
• Refine and continuously improve support processes, escalation paths, and runbooks for issues ranging from account setup and onboarding to trades, payments, and platform questions
• Define and manage service-level standards and KPIs (response time, resolution time, CSAT) and report on support performance
• Resolve and oversee resolution of complex or sensitive customer issues, including trade disputes and funding/payment problems, coordinating with Market Operations, Compliance, and Technology as needed
• Maintain escalation procedures that ensure issues with regulatory or compliance implications are routed and documented appropriately
• Maintain detailed, accurate, and auditable records of customer interactions, issues, and resolutions
• Develop and expand self-service resources (help center, FAQs, knowledge base) to reduce ticket volume and improve the customer experience
• Partner with Product and Engineering to surface recurring customer pain points and advocate for platform improvements

What This Job Offers

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