Customer Support Supervisor, Escalations & QA

📋 Description

• Lead, coach, and develop a Tier 3 CS team, owning performance and growth
• Run regular 1:1s, deliver clear feedback, and manage performance against standards
• Own hiring and onboarding for the team, building a bench for tough cases
• Set clear goals and priorities, and remove blockers for the team
• Own the Tier 3 escalation queue health - resolution times, SLAs, backlog, quality
• Ensure adherence to complaint management policies and regulatory frameworks

🎯 Requirements

• 4–8 years in customer support/operations incl. escalations
• 3+ years direct people leadership
• Strong written and verbal communication
• Comfortable with metrics and reporting
• High ownership and accountability
• Operate within a structured ops team
• Experience with QA programs, SOPs, or internal docs
• Experience with BPOs and Zendesk or similar tools

🎁 Benefits

• Work with serial entrepreneurs and consumer fintech brands
• High ownership and real customer impact
• Cross-functional collaboration with Ops, Product, Compliance, Eng
• Opportunity to scale a fast-growing fintech