Customer Support Lead – Fintech

U.S. Customer Support Lead (Financial Services/ Fintech)

Location: US-based (EST/CST/PST)

Model: Full-time (remote)

Role Summary

We are launching a new financial services application and are looking for a US-based Customer Support Lead who will build, manage, and oversee all support operations during US hours. This role is essential for managing regulated partner escalations, coordinating with International teams, and ensuring excellent service for our users.

You will be working closely with our International Support Manager to design customer support from the ground up and establishing scalable, compliant support processes for a financial product.

Key Responsibilities

· Oversee all customer support activities during US time zones.

· Act as the primary contact for escalations to/from US partners.

· Build and lead the first US support team (hiring, onboarding, training, scheduling).

· Help design Tier 1 / Tier 2 support workflows, including phone, chat, and email.

· Implement and improve customer support processes, SLAs, and quality standards.

· Work with International Support Manager to align triage flows, escalation paths, and tooling.

· Collaborate with Compliance teams on regulated workflows (fraud, disputes, KYC/AML escalations).

· Provide weekly reporting and insights into support trends, customer issues, and volumes.

· Ensure support operations remain compliant with U.S. regulatory guidelines.

Requirements

· 3+ years of experience in customer support for a US fintech, neobank, or regulated financial product.

· Experience managing or building phone support operations (IVR, warm transfer, call routing).

· Strong understanding of US support expectations, escalation flows, and regulatory considerations.

· Experience leading teams (team lead, supervisor, or manager level).

· Comfortable working with distributed / cross-timezone teams.

· Startup/greenfield experience strongly preferred.

Nice To Have

· Experience with tools like Intercom, Zendesk, Freshdesk, or other support platforms.

· Knowledge of KYC/AML processes (even high-level).

· Experience collaborating with banking-as-a-service partners.

Salt is acting as an Employment Agency in relation to this vacancy.