Prometheum

Customer Support

• Own day-to-day support and serve as the primary point of contact for financial institutions and their registered representatives
• Manage tickets, troubleshooting, resolution and escalation in line with company policy and regulatory requirements
• Manage and iterate the customer support ticketing system, virtual phone line, SLAs, escalation paths and knowledge base
• Write and maintain FAQs, troubleshooting guides and documentation
• Guide financial institutions, registered representatives and their staff from approval to first funded account and first trade
• Run training sessions, office hours and how-to content alongside client staff
• Identify inactive or struggling users and encourage platform adoption
• Track recurring issues and work with Product and Engineering to address root causes
• Track ticket volume, response and resolution times, and service quality; share trends and recommendations with internal stakeholders
• Streamline workflows and design processes for expanded coverage hours and future team growth
• Collaborate with internal and external stakeholders to develop and execute customer support strategy across product lines

Explore Customer Support Lead at Prometheum. Review requirements and application details.

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Customer Support Lead