Customer Support Lead

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $85k - $120k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Prometheum

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

💳 Fintech

₿ Crypto

Fintech • Crypto • Securities

Prometheum is a pioneering company in the field of digital asset securities, having received first-of-its-kind approval to clear and settle these types of assets. Through its subsidiaries, Prometheum ATS and Prometheum Capital LLC, the company combines blockchain technology with a traditional securities marketplace to facilitate trading, settlement, clearing, and custody of digital asset securities. Prometheum is committed to providing transparent and secure market access for both individual and institutional investors, marking a significant evolution in capital markets.

📋 Description

• 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

• 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

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

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