Fintech Payments: Customer Success & Solutions Lead

Hard Yaka; New York (NY); On-site; USD 153,000 - 187,000; Full time

Benefits offered by this job

Equity package

Total Rewards package

Job summary

AngelList is hiring a Success & Solutions Lead to own the customer side of Nova, the payments network for private markets. You'll start by supporting customers hands-on, learn where things break, and build systems that replace manual work.

Based in New York City, the role will evolve as the business scales. You will manage the Solutions team, report to the Head of Customer Relations, and work closely with Nova's GM.

Qualifications

• 6+ years in strategy and operations, business operations, or consulting with 3+ years as an operator at a scaling company.
• Experience leading teams without direct authority and driving cross-functional work.
• Built workflows, systems, automations, or AI agents to create leverage for business.
• Onboarded customers on complex products, preferably in fintech/payments/financial services.
• Made hard decisions with customers when playbooks did not exist.

Responsibilities

• Own the entire surface area of customer support, from direct ticket handling to self-serve and automations.
• Design the organization, systems, and instrumentation for lean and efficient operations.
• Grow payment volume and verified identities by expanding fund admins' and GPs' usage of Nova.
• Own onboarding and enablement for fund admins and their funds.
• Ensure seamless service delivery to investors to build trust among customer segments.
• Be the voice of the customer with tight feedback loops to Product, Engineering, Partnerships, and Banking Operations.

Skills

Strategy & operations

People management

Cross-team collaboration

Process design / automation

Job description

AngelList is hiring a Success & Solutions Lead to own the customer side of Nova, the payments network for private markets. You'll start by supporting customers hands-on, learn where things break, and build systems that replace manual work.

Based in New York City, the role will evolve as the business scales. You will manage the Solutions team, report to the Head of Customer Relations, and work closely with Nova's GM.