Customer Support Team Lead (Fintech)

Location: Remote. Working hours: Monday through Friday, 3:00 PM to 11:00 PM ET.

Salary: $60,000–$70,000 base salary annually, plus equity.

Company

Fintech platform providing fleet fuel management solutions for owner operators and small trucking fleets in the U.S. trucking and logistics industry.

What you will do

• Lead and support a team of customer support specialists delivering 24/7/365 customer service.
• Respond to agent questions and help resolve customer issues quickly and accurately.
• Track live-shift metrics, including omnichannel ticket handling, customer wait times, and escalations.
• Monitor calls, emails, chats, and other customer interactions for quality assurance and provide frequent feedback.
• Conduct regular 1:1s covering performance, attendance, work quality, productivity, and teamwork.
• Identify recurring issues and collaborate cross-functionally on scalable resolution tools and processes.

Requirements

• 1+ year in a senior customer support role and 4+ years of total remote customer support experience.
• Experience with customer support platforms such as Zendesk, Intercom, or similar ticketing systems.
• Recent customer support experience, preferably in a fast-paced environment.
• Experience managing projects or process improvement initiatives.
• Demonstrated ability to lead projects, improve processes, and enhance customer experience.
• Strong written and verbal communication, critical thinking, and data-driven problem-solving skills.
• Proactive leadership, strong execution, curiosity, humility, and a growth mindset.
• Comfort adopting new technology and using tools to work more effectively.

Culture & Benefits

• High-growth startup environment focused on customer impact, ownership, creative problem-solving, attention to detail, and continuous learning.
• Competitive base salary, equity, multiple health benefit options, and 401(k) matching.
• Responsible Time Off and support for significant career growth.
• Annual company offsite event.