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Fun is hiring a Senior Support Lead to own day-to-day support operations and build a scalable customer support function. You'll manage an external support team with coaching, shift coverage, and escalation triage—taking first pass on issues currently routed to engineering and resolving what fits existing processes. You'll partner with the Head of Customer Success to strengthen support tooling, workflows, and documentation, then transition into a quality assurance focus to ensure consistent standards across all customer interactions. Additional responsibilities include managing performance of external support partners, preparing and spot-checking enterprise client reporting, and covering the support queue when leadership is in client meetings or unavailable.
The ideal candidate brings 5–7 years in customer support, support operations, or CX—ideally in fintech, payments, or crypto. You'll have hands-on experience managing outsourced or offshore teams, including performance reviews and quality oversight. You're comfortable with modern support tooling (building workflows, reporting), making fast judgment calls within guardrails, and knowing when to escalate. Strong written communication is essential; you'll set the tone for how the company sounds to end users and partners.
Nice-to-haves include familiarity with crypto or blockchain products, experience building support operations from informal to structured, and exposure to compliance-adjacent workflows (KYC, transaction disputes, fraud review).
