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Senior Support Lead

Fun.xyz· GTM
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Hybrid (New York, NY)$168k - $250kFull-timePosted 1mo ago

About the role

Senior role leading day-to-day support operations and QA for a fintech/blockchain infrastructure provider, owning tooling, workflows, and external partner management to ensure high-quality customer experiences as the company scales.

Responsibilities

  • Own Day-to-Day Support Operations: Lead-style management of our external support team, including coaching, shift coverage, and triaging what gets escalated upward.
  • Run First-Pass Escalation Triage: Take the first pass on issues currently going to engineering. Resolve what's covered by existing process, and escalate only what's genuinely necessary.
  • Build the Support Foundation, Then Own QA: Partner with the Head of Customer Success to strengthen our support tooling and processes. Once that foundation is in place, quality assurance becomes your full-time focus, making sure standards are applied consistently across every interaction.
  • Support Enterprise Reporting: Help prepare and spot-check the reporting we share with clients, and keep our internal and external documentation current.
  • Manage Our External Support Partner: Track performance against agreed standards, and hold our team to a high bar as we refine their scope.
  • Cover the Queue When Leadership Is Heads-Down: Monitor tickets and escalations while the Head of Customer Success is in client meetings or otherwise unavailable.

Qualifications

  • 5–7 years of experience in customer support, support operations, or CX, ideally in fintech, payments, or crypto.
  • Experience managing an outsourced or offshore support team, including performance reviews and quality oversight.
  • Hands-on experience with modern support tooling, including building workflows and reporting.
  • Comfort making fast, judgment-based decisions inside clearly defined guardrails, and knowing when to escalate rather than decide.
  • Strong written communication; you'll be setting the tone for how we sound to end users and partners.

Skills

Required:Customer support / operations managementOutsourced/offshore vendor managementSupport tooling and reportingDecision-making within guardrailsWritten communication

Benefits

  • Strong total rewards package that may include equity ownership, performance incentives, and comprehensive benefits.
Last updated Sep 16, 2026. Interested? Apply on the company site.
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About Fun.xyz

Modern payment infrastructure for fast growing fintechs.

For us, building a company is more about values, than it is about business.

paymentfintechinfrastructuredepositstransactions
Company profileWebsite

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