Senior Support Lead — Fintech Customer Ops

Fun; New York (NY); On-site; USD 168,000 - 250,000; Full time

Benefits offered by this job

Equity ownership

Performance incentives

Comprehensive benefits

Job summary

Fun seeks a Senior Support Lead to own day-to-day support operations, coaching an external team and triaging issues. You’ll shape workflows and tooling so quality endures as we scale.

You’ll partner with the Head of Customer Success to build QA and reporting, manage external partner performance, and cover the queue when leadership is unavailable. This on-site role is based in NYC and offers a strong total rewards package.

Qualifications

• 5–7 years of experience in customer support or CX.
• Experience managing outsourced/offshore teams.
• Hands-on with modern support tooling and workflows.
• Ability to make judgment-based decisions within guardrails.
• Strong written communication and tone setting.

Responsibilities

• Own day-to-day support operations and coach external team.
• Run first-pass escalation triage and escalate only when necessary.
• Build the support foundation and own QA
• Support enterprise reporting and ensure documentation is up to date
• Manage our external support partner and track performance against standards
• Cover the queue when leadership is heads-down.

Skills

Customer support experience

Outsourced/ offshore team management

Support tooling & reporting

Judgment-based decision making

Written communication

Tools

Ticketing systems

Reporting tools

QA tooling

Job description

Fun seeks a Senior Support Lead to own day-to-day support operations, coaching an external team and triaging issues. You’ll shape workflows and tooling so quality endures as we scale.

You’ll partner with the Head of Customer Success to build QA and reporting, manage external partner performance, and cover the queue when leadership is unavailable. This on-site role is based in NYC and offers a strong total rewards package.