FinTech Customer Support Lead: Scale & Strategy

Ficus Platforms; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Ficus is building modern payout infrastructure for life insurance carriers and is hiring a Customer Support Lead to build the function from the ground up. You will help customers access value through phone, text, email, messaging, and chat, while delivering compliant, high-quality service in a highly regulated industry.

The role is hands-on and player-coach, requiring collaboration, operational excellence, and the drive to scale a startup’s support function in a regulated fintech environment.

Qualifications

• 3+ years building, managing, or scaling a customer support team.
• Experience in banking, financial services or fintech.
• Strong written and verbal communication skills.

Responsibilities

• Lead Customer Support projects and initiatives with a balance of customer experience and efficiency.
• Guide and mentor internal and external support staff.
• Support and develop internal team members and external partners to succeed.
• Forecast support volume and plan staffing to maintain service levels as the business grows.
• Help select and onboard an outsourced support partner.
• Conduct regular quality reviews across teams to ensure timely, accurate support.
• Remain hands-on handling high volume inquiries via phone, text, chat, and email.
• Identify opportunities to improve end-to-end customer experience across Ficus.

Skills

Leadership

Communication

Customer-first

Analytical skills

Independence

Problem solving

Ambiguity handling

Education

Bachelor’s degree

Job description

Ficus is building modern payout infrastructure for life insurance carriers and is hiring a Customer Support Lead to build the function from the ground up. You will help customers access value through phone, text, email, messaging, and chat, while delivering compliant, high-quality service in a highly regulated industry.

The role is hands-on and player-coach, requiring collaboration, operational excellence, and the drive to scale a startup’s support function in a regulated fintech environment.