Fintech support lead

Description

At Cross River, we're building the financial infrastructure that powers global innovation. With our cutting-edge suite of embedded payments, cards, and lending solutions, we enable millions of businesses and consumers to transact seamlessly and securely.

With 900+ employees worldwide and an R&D center of over 160 employees in Jerusalem – we’re reshaping how financial technology is developed and delivered.

THE ROLE

We’re looking for a Support Lead Manager who thinks bigger than tickets. You’ll own our customer support engine, transforming short-term fixes into long-term solutions. You’ll lead a global team of Support Engineers, tackle escalations with precision, and partner with Product, Engineering, and Operations to build systems that scale.

Who You Are

A take-charge leader who loves rolling up sleeves and re-engineering processes

Tech-savvy - comfortable reading API docs, firing off Postman requests, and querying SQL

A natural collaborator who thrives in cross-functional teams

Able to stay composed and decisive under pressure while supporting mission-critical services

What You’ll Actually Be Doing

• Lead & mentor a global team of Support Engineers (US and Israel), ensuring high-quality, consistent service
• Take ownership of escalated issues, drive timely resolution, and implement long-term solutions
• Spot recurring support patterns and partner with Product/Engineering to eliminate them
• Create internal tools, maintain a comprehensive knowledge base, and develop reliable playbooks
• Ensure clear documentation and standardized playbooks for consistent support practices
• Monitor support metrics and implement strategies to meet SLAs and customer satisfaction goals
• Oversee 24/7 support coverage and maintain readiness during high-priority incidents
• Work with contact-center partners to elevate service levels
• Lead or contribute to training, onboarding, and continuous development of team members
  
  

• Native-level fluency in both English and Hebrew (written and verbal)—Must
• 2+ years as a hands-on Support Engineer —Must
• 2+ years managing support teams or customer operations —Must
• Technical proficiency with APIs, Postman, SQL, and support platforms
• Strong problem-solving skills, with a focus on process improvement and root-cause analysis
• Proven experience influencing across departments
• Fintech or regulated industry experience – A bonus