Hiring: Senior Support Lead Company: Fun Location: New York, NY Job Posted Time: 2026-09-10 11:09:18 Employment Type: Full-time Target Skills & Keywords : AI, Blockchain, Capital Markets, Quality Assurance About the job Experience: •7 years of experience in customer support, support operations, or CX, ideally in fintech, payments, or crypto Required Skills: •Own Day-to-Day Support Operations: Lead-style management of our external support team, including coaching, shift coverage, and triaging what gets escalated upward •Run First-Pass Escalation Triage: Take the first pass on issues currently going to engineering. Resolve what's covered by existing process, and escalate only what's genuinely necessary •Build the Support Foundation, Then Own QA: Partner with the Head of Customer Success to strengthen our support tooling and processes. Once that foundation is in place, quality assurance becomes your full-time focus, making sure standards are applied consistently across every interaction •Support Enterprise Reporting: Help prepare and spot-check the reporting we share with clients, and keep our internal and external documentation current •Manage Our External Support Partner: Track performance against agreed standards, and hold our team to a high bar as we refine their scope •Cover the Queue When Leadership Is Heads-Down: Monitor tickets and escalations while the Head of Customer Success is in client meetings or otherwise unavailable Qualifications: •5–7 years of experience in customer support, support operations, or CX, ideally in fintech, payments, or crypto •Applied hands-on capability in modern support tooling, including building workflows and reporting •Comfort making fast, judgment-based decisions inside clearly defined guardrails, and knowing when to escalate rather than decide •Strong written communication; you'll be setting the tone for how we sound to end users and partners •Operational familiarity with crypto or blockchain-based products, even as a user •Exposure to compliance-adjacent support workflows (KYC, transaction disputes, fraud review) Compensation: •$168,000 - $250,000 / year •Competitive benefits and rewards package Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!