Senior Support Lead — Fintech Ops & Escalations

Voiceflow; New York (NY); On-site; USD 150,000 - 250,000; Full time

Job summary

Voiceflow in Midtown Manhattan is seeking a Senior Support Lead to own day-to-day operations, build tooling, and scale our end-user support experience. You’ll lead an external team, triage escalations, and partner with leadership to raise quality and efficiency across the board.

Requirements include 5–7 years in fintech/CX, experience managing outsourced teams, and strong written communication. Crypto familiarity is a plus.

Qualifications

• 5–7 years in customer support, support operations, or CX, ideally fintech/payments/crypto.
• Experience managing an outsourced or offshore support team and performing reviews.
• Hands-on with modern support tooling, workflow creation, and reporting.
• Comfort making fast, judgment-based decisions within guardrails and know when to escalate.
• Strong written communication shaping tone for end users and partners.

Responsibilities

• Own Day-to-Day Support Operations: lead external support, coaching, shifts, triage escalations.
• Run First-Pass Escalation Triage: address issues switching to engineering only when needed.
• Build the Support Foundation, Then Own QA: strengthen tooling and processes, then QA full-time.
• Support Enterprise Reporting: prepare and spot-check client reports and maintain docs.
• Manage Our External Support Partner: track performance and refine scope.
• Cover the Queue When Leadership Is Heads-Down: monitor tickets and escalations as needed.

Skills

Customer support

Outsourced team management

Support tooling

Decision making

Written communication

Crypto familiarity

Compliance workflows

Job description

Voiceflow in Midtown Manhattan is seeking a Senior Support Lead to own day-to-day operations, build tooling, and scale our end-user support experience. You’ll lead an external team, triage escalations, and partner with leadership to raise quality and efficiency across the board.

Requirements include 5–7 years in fintech/CX, experience managing outsourced teams, and strong written communication. Crypto familiarity is a plus.