Customer Support Lead

Prometheum

. Own day-to-day support and serve as the primary point of contact for financial institutions and their registered representatives .

Posted 11/5/2026full-timeRemote • United StatesSenior💰 $85,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support processes, including ticket management and client onboarding within financial services. Strong analytical and communication skills are essential for effectively collaborating with stakeholders and enhancing service quality.

Highest-signal resume keywords

Customer Support ExperienceTicketing Platform ManagementCRM ExperienceProcess ImprovementAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer OnboardingTroubleshootingIssue ResolutionWorkflow DevelopmentDocumentation Writing

Soft Skills

Organizational SkillsCommunication SkillsProactive Customer FocusCollaboration SkillsAdaptability

Tools & Technologies

ZendeskHubSpot

Industry Keywords

Financial ServicesFintechTechnical SupportClient ServicesRegulatory Requirements

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Proven experience in customer support, client services, technical support or a related customer-facing role, preferably within financial services, fintech or a technology-driven environment
Demonstrated experience managing customer inquiries, troubleshooting issues and resolving escalations
Experience developing, implementing or improving customer support processes, workflows and procedures
Hands-on experience with a ticketing platform (e.g., Zendesk) and a CRM (e.g., HubSpot)
Experience supporting customer onboarding and account setup processes
Strong organizational skills with the ability to manage multiple priorities, track open issues and consistently follow through on commitments
Excellent written and verbal communication skills, with the ability to explain technical or operational information clearly and professionally
Strong analytical, problem-solving and decision-making skills
Ability to collaborate effectively with cross-functional internal teams
A proactive, customer-focused approach with a commitment to delivering high-quality service
Comfortable working independently in a fully remote environment and adapting to the evolving needs of a growing business
Must be residing and physically based in the United States
Legally authorized to work in the United States and able to meet the employment eligibility requirements for this position
Willing to undergo a pre-employment background check
Able to provide two professional references based in the United States

Benefits

Comp & perks

Additional opportunity for performance based bonus based on milestones and achievement
Stock options
Health, Vision & Dental Insurance