Customer Support Lead

Who we are in a nutshell:

👋🏻 Hi, we are FintechOS! We are the global leader in fintech enablement, with a mission to make fintech innovation available to every company. The FintechOS platform simplifies and accelerates the launching, servicing, and expansion of financial products and services, helping businesses recognize value up to ten times sooner than with other approaches: with FintechOS, banks, insurance providers, and companies can get up and running with new financial solutions in as little as 12 weeks.

Unlike other financial technologies, FintechOS breaks data free from the core, enabling the creation of personalized and differentiated products and customer journeys at scale. FintechOS is a cloud-native platform that connects with any ecosystem tech or service – financial and non-financial – and can plug anywhere in the tech stack, working with existing and legacy tech that companies want to keep. We have invested deeply in our technology IP and are proud to have built not only an exceptional platform but also a diverse and experienced tech team.

About the role

A Customer Support Lead will oversee and guide the customer support team to ensure exceptional service delivery to clients. This role includes managing daily operations, monitoring team performance, analyzing system performance, and developing long-term solutions to recurring problems and fostering a positive and collaborative work environment.

A Customer Support Lead also acts as a bridge between the Support Team and the Platform engineering, escalating critical issues and ensuring smooth communication while maintaining a high level of customer satisfaction.

What you’ll be doing

Leadership & Team Oversight

• Manage daily support operations, ensuring the team meets performance benchmarks and SLAs.
• Foster a positive, collaborative, and solution-oriented work environment within the support teams.

Strategic System Oversight

• Oversee system performance and stability, identifying areas of improvement and driving initiatives to enhance reliability and scalability.
• Develop and implement long-term strategies to address recurring issues and align with organizational goals.
• Ensure compliance with FintechOS policies, security standards, and industry best practices.

Communication & Stakeholder Engagement

• Serve as the primary point of contact for technical escalations and critical incidents, ensuring timely resolution and clear communication with stakeholders.
• Collaborate with other departments (e.g., Platform Engineering, Cloud Operations) to align technical support strategies with broader business objectives.
• Lead regular meetings with client to review team progress on issue, performance metrics, and improvement opportunities.
• Participate in cross-team meetings to discuss system updates, challenges, and resolutions.
• Collaborate with implementation developers to ensure solutions do not interfere with ongoing development efforts.
• Work closely with Cloud Operations teams to perform deeper investigations into infrastructure-related issues.

Knowledge Sharing & Process Development

• Drive the creation and maintenance of technical documentation, processes, and workflows to enhance team efficiency.
• Stay updated on emerging technologies and trends to ensure the team is equipped with the latest tools and knowledge and industry best practices

What you’ll need

Education and Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent industry experience.
• Strong willingness to learn, improve, and share knowledge with the team.
• Positive, proactive attitude with the ability to work collaboratively in a team environment

Experience

• Extensive technical and managerial experience in overseeing customer support teams and system operations in a SaaS or fintech context.
• Proven experience managing daily operations, including performance monitoring, team mentoring, and strategic planning.
• Hands-on experience with infrastructure, architecture, and performance tuning in cloud-based environments Azure.
• Expertise in technical escalations, including complex application or infrastructure-related issues, requiring high-level strategic decision-making.
• Demonstrated success in implementing long-term solutions to recurring technical problems.
• Experience driving process optimization and creating new workflows to improve efficiency.
• Strong background in stakeholder management, with the ability to communicate technical concepts effectively to both technical and non-technical audiences.
• Familiarity with IT governance, compliance standards, and security protocols, ensuring adherence to best practices.
• Experience in fostering a collaborative and high-performing team culture while aligning technical support strategies with broader business objectives.

Technical skills

Required:

• Expert-level SQL knowledge: Capable of designing and optimizing complex database schemas, implementing advanced data models, and ensuring database security and efficiency.
• Advanced JavaScript proficiency, with the ability to assess, debug, and provide guidance for complex JavaScript-related challenges across teams.
• Comprehensive expertise in HTML and CSS, with the capability to oversee and support frontend troubleshooting efforts.
• Proven mastery of Git/GitHub workflows, including repository management, branch strategies, and technical documentation.
• Extensive experience with REST API integration and troubleshooting in complex systems.
• Strong understanding of system architecture and the ability to analyze performance bottlenecks in cloud and on-prem environments.
• Working knowledge of cloud platforms (Azure, AWS, or GCP) with the ability to lead investigations into infrastructure-related issues.
• Advanced communication skills to collaborate with stakeholders, mentor team members, and align support strategies with broader organizational goals.
• Understanding of networking concepts, such as DNS, firewalls, and load balancers.

Nice to Have:

• Advanced knowledge of Azure, including resource monitoring, log monitoring, and expertise in KQL (Kusto Query Language) for analyzing and querying logs.
• Good knowloadge in C#, with hands-on experience in debugging and implementing solutions for backend systems.
• Familiarity with containerization and orchestration tools like Docker or Kubernetes
• Hands-on experience with monitoring and incident management platforms, such as Opsgenie.

Our culture

• We are a highly motivated bunch of people, taking on a huge technical challenge in one of the biggest industries in the world. We’re fully aware that the impact of our work can be felt by hundreds of millions of people around the world.
• At FintechOS, we strive to be the place where a diverse mix of talented people want to come, stay, and do their best work. Our commitment to diversity and inclusion is reflected in our people, our partners, and our customers.
• We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all the other wonderful characteristics that make us different.

Quick Facts

• We are a venture-backed business co-headquartered in New York and London
• We have a big list of international clients already under our belt, serving customers in North America and Europe.
• Our customers range from global strategic companies like Groupe Société Générale, Admiral Group, and BPCE Oney, to game-changing players like Vibrant, eMag, and Howden
• Our partners include both niche consulting agencies and global consulting firms and systems integrators, including Deloitte, EY, and PWC.