Fintech Support Lead

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