In-House Support Operations

📋 Description

• Build the Tier 3 team from the ground up: design the structure, write the hiring bar, recruit
• Own the queues for Escalations, Complaints, and DeFi support, including service levels
• Define and enforce the escalation paths between Tier 1, Tier 2, and in-house specialists, including
• Run the operating rhythm: weekly queue reviews, metrics pulls, CSAT and escalation trend reporting
• Make the hard calls on policy exceptions and sensitive cases, and feed recurring patterns back into
• Partner with Compliance, Premier, and Product on novel issues, policy gaps, and how production

🎯 Requirements

• 6+ years in customer support operations, with direct responsibility for team performance, staffing
• 3+ years leading managers or team leads, not just individual contributors.
• Demonstrated experience building or scaling an in-house escalations or specialist support team
• Strong operational judgment on complex, sensitive, or high-value cases, including knowing when to
• Metrics-driven approach to running a team: you know which numbers matter, you pull them yourself
• Experience in a regulated environment such as fintech, brokerage, banking, or a similar industry

🎁 Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories