Customer Support Lead

Prometheum; Oregon; Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Stock options

Health insurance

Vision insurance

Dental insurance

Job summary

Prometheum is seeking a Customer Support Lead to develop and execute a remote support strategy across product lines. You will collaborate with internal and external stakeholders to identify problems, evaluate tools, and implement solutions to deliver best-in-class service in a regulated fintech environment.

You will own onboarding for financial institutions and staff, drive adoption, and manage escalation and ticketing processes across dimensions of quality, speed, and scale.

Qualifications

• Proven experience in customer support or related roles, preferably in financial services/fintech.
• Experience managing customer inquiries, troubleshooting issues and resolving escalations.
• Experience developing or improving support processes and workflows.

Responsibilities

• Own day-to-day support and be the primary contact for financial institutions and reps.
• Build and iterate the customer support ticketing system, phone line, SLAs, escalation paths, and knowledge base.
• Create self-service resources: FAQs, troubleshooting guides, and docs.
• Own onboarding for financial institutions and staff from approval to funded account and first trade.
• Run training sessions and content with client staff to enable platform adoption and confidence.
• Track ticket volume, response times, and service quality; report trends to stakeholders.
• Collaborate with Product and Engineering to fix root causes and translate ticket themes into product feedback.
• Plan for scale by streamlining workflows and expanding coverage hours.

Skills

Customer support

Ticketing system

Onboarding

SLA management

Cross-functional

Tools

Zendesk

HubSpot

Job description

About Us

Founded in 2017, Prometheum has leveraged its expertise in securities law, blockchain technology, and trading to develop a regulated ecosystem for the full spectrum of crypto assets which includes digital assets like BTC and ETH as well as tokenized securities and digitally native securities. Through its broker-dealer entities and proprietary technology infrastructure, Prometheum is helping shape the future of capital markets infrastructure and crypto assets by bringing together traditional financial services, blockchain technology, and regulatory compliance.

Your Role

Customer Support Lead- Full Time W2

Your Impact

This 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. You will collaborate with internal and external stakeholders to identify problems, evaluate new tools and technologies, and implement the right solutions to give our customers and users the best in class experience.

You will play an important role in assisting customers and delivering a high standard of service within a regulated financial services environment.

Success in this role requires highly motivated, detail-oriented individuals who thrive in a collaborative environment, enjoy solving problems, and are excited to contribute to an innovative fintech organization.

Location

Remote, USA

Salary

The salary range for this position is $85,000 - $120,000. Additional opportunity for performance based bonus based on milestones and achievement.

Responsibilities

• Own day-to-day support. Be the primary point of contact for financial institutions and their registered reps. Manage tickets, troubleshooting, resolution and escalation, in line with company policy and regulatory requirements.
• Build the support infrastructure. Manage and iterate customer support ticketing system, virtual phone line, SLAs, escalation paths and knowledge base.
• Create self-service resources. Write and maintain FAQs, troubleshooting guides and documentation for the most common questions.
• Own onboarding. Guide financial institutions, registered representatives, and their staff from approval to first funded account and first trade.
• Enable enterprise users and registered representatives. Run training sessions, office hours and how-to content alongside client staff, so clients can use the platform confidently.
• Drive adoption. Spot inactive or struggling users and reach out early to resolve issues and encourage platform use.
• Fix root causes. Track recurring issues and work with Product and Engineering to address them, turning ticket themes into product feedback.
• Measure and report. Track ticket volume, response and resolution times, and service quality, and share trends and recommendations with internal stakeholders on a regular cadence.
• Build for scale. Streamline workflows and design processes that support expanded coverage hours and future team growth.

Qualifications

• Proven experience in customer support, client services, technical support or a related customer-facing role, preferably within financial services, fintech or a technology-driven environment.
• 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 (e.g., Zendesk) and a CRM (e.g., HubSpot).
• Experience supporting customer onboarding and account setup processes.
• Strong organizational skills with the ability to manage multiple priorities, track open issues and consistently follow through on commitments.
• Excellent written and verbal communication skills, with 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.
• A proactive, customer-focused approach with a commitment to delivering high-quality service.
• Comfortable working independently in a fully remote environment and adapting to the evolving needs of a growing business.

Benefits

• Competitive salary based on experience
• Stock options
• Excellent benefits including:- Health, Vision & Dental Insurance

Prometheum is an equal opportunity employer.