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PactFi · 3 weeks ago

Customer Support Lead

New York, NY

Full-time

Hybrid

Senior Level

$130K/yr - $175K/yr

5+ years exp

PactFi is a company providing secure operational infrastructure for managing complex private credit transactions. They are seeking a Customer Support Lead to establish processes and deliver high-quality support as the first dedicated support hire, while also laying the groundwork for future support teams.

Financial ServicesFinTech

Responsibilities

Own daily support operations end to end, including ticket intake, prioritization, coordination, escalation, and resolution while meeting service-level expectations

Serve as the primary owner for customer issues, resolving inquiries directly and managing escalations in collaboration with product, engineering, and operations teams

Design, document, and continuously improve support workflows, playbooks, and internal knowledge bases to ensure consistency, scalability, and operational efficiency

Collect, analyze, and synthesize customer issues and feedback, sharing insights with internal stakeholders to inform product and operational improvements

Work cross-functionally with product, engineering, and operations to communicate customer-impacting issues, align on priorities, and ensure timely and effective resolution

Qualification

Customer Support ExperienceTechnical Support ExperienceSaaS Platforms ProficiencyProcess ImprovementStartup-ready MindsetCross-functional CollaborationCommunication SkillsDetail-oriented