Senior Support Lead - Fintech & Crypto Ops

Funxyz; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Funxyz seeks a Senior Support Lead to own day-to-day support operations andcoach an external team. You’ll triage escalations, build workflows, and implement QA to ensure high-quality customer interactions as we scale.

You’ll also help with enterprise reporting, documentation, and partner management, ensuring performance and scope alignment while leadership focuses on strategy and enterprise relationships.

Qualifications

• 5–7 years in customer support, support operations, or CX in fintech/payments/crypto.
• Experience managing outsourced/offshore support teams.
• Hands-on with modern support tooling and reporting.

Responsibilities

• Own Day-to-Day Support Operations and coaching of external team.
• Lead First-Pass Escalation Triage and decide when to escalate.
• Build tooling, workflows, and QA processes for consistent quality.
• Support enterprise reporting and maintain client documentation.
• Manage external support partner performance and scope.
• Cover queue when leadership is unavailable.

Skills

Customer support

Outsourced teams

Support tooling

Decision making

Written communication

Crypto familiarity

Operations building

Job description

Funxyz seeks a Senior Support Lead to own day-to-day support operations andcoach an external team. You’ll triage escalations, build workflows, and implement QA to ensure high-quality customer interactions as we scale.

You’ll also help with enterprise reporting, documentation, and partner management, ensuring performance and scope alignment while leadership focuses on strategy and enterprise relationships.