Capitolis

Compensation

Full Description

Responsibilities Build & Lead the Team • Hire, train, and mentor a small but growing team of technical support engineers. • Set clear goals and establish a culture of customer empathy and ownership. Hands-On Customer Support • Take ownership of escalated customer cases when needed. • Work directly with engineering to troubleshoot and resolve complex issues. • Ensure SLAs and customer expectations are met consistently. Process & Tools • Define and implement support workflows (ticketing, escalation, incident response). • Build the initial knowledge base and self-service resources. • Recommend and deploy tools (Zendesk, etc.) to track and improve performance. Collaboration & Feedback Loops • Partner with Product to channel customer feedback into roadmap decisions. • Work closely with Engineering to ensure fast resolution of recurring issues. • Collaborate with Customer Success to support key accounts and reduce churn. Scale & Strategy • Establish KPIs (response time, resolution time, CSAT) and report on them regularly. • Identify opportunities for automation and self-service as volume grows. • Build a long-term plan for scaling the support function from a small team to a full organization. Requirements • 5+ years of experience in technical support, customer success, or related roles, with at least 2 years managing or mentoring others. • Experience working in a startup or growth-stage SaaS/online services company. • Prior experience building a support function from scratch. • Prior experience in Fintech • Strong technical aptitude: able to understand product architecture, APIs, and troubleshoot complex issues (coding not required, but technical fluency is a must). • Comfortable being both a player and a coach - willing to jump into tickets while also building the systems for others. • Excellent communication skills, with the ability to simplify complex technical issues for customers. • Track record of setting up or improving support processes and tools. • Experience with both SQL and NoSQL databases Nice to Have • Familiarity with modern customer support tools (Zendesk, Jira, etc.). • Exposure to DevOps/SRE practices and incident management. • Experience collaborating with distributed or remote teams. The target annual base salary range for this position is $125,000 - $135,000 and is dependent on a variety of factors, including, but not limited to, job-related experience, qualifications, knowledge, and skills. In addition to base salary, the compensation package for this role includes an annual discretionary bonus and company equity. This role is also eligible to participate in company-sponsored benefits and perks.