Head Of Customer Support

Summary

Join Atomic, a fast-growing fintech company, as our Head of Customer Support. You will build and lead the customer support function from the ground up, developing a strategic vision and handling day-to-day operations. This hands-on role involves designing support processes, creating documentation, collaborating with other teams, and establishing SLAs. You will need 8+ years of customer support experience, ideally in fintech, and a proven track record of building support processes. Familiarity with compliance requirements is a bonus. Atomic is an equal opportunity employer.

Requirements

• 8+ years of customer support experience
• Proven track record building support processes from scratch
• Strong knowledge of support platforms, ticketing systems, and knowledge bases
• Experience implementing and optimizing support technologies
• Excellent communication and interpersonal skills
• Ability to thrive in a fast-paced startup environment

Responsibilities

• Design, implement, and scale our customer support function for end users
• This includes processes, tools, and performance metrics
• Provide support for investor queries and escalations
• Develop comprehensive documentation, knowledge bases, and support resources
• Collaborate with Product and Engineering teams to address user pain points
• Collaborate with Compliance to ensure support interactions are within regulatory requirements
• Create reporting systems to track support metrics and identify trends
• Establish SLAs and quality standards for our support operations

Preferred Qualifications

• Experience in fintech or financial services
• Experience supporting B2B2C models
• Familiarity with compliance requirements for investment communications