Customer Care Team Lead

Join our client in building a customer support function from the ground up for a rapidly growing payment platform transforming how underserved communities manage rent payments. This is a highly visible opportunity to blend hands-on technical support with operational strategy while directly improving the experience of residents and property managers nationwide.
C2C is not an option with this job opening and all applicants should be able work for any US Employer without sponsorship. Sponsorship is not provided and this person will not need to require sponsorship in the future.
Benefits & Extras Opportunity to build and own an entire support operation from scratch
High-impact role with direct visibility to executive leadership
Mission-driven company focused on improving housing accessibility
Growth potential into future leadership responsibilities
Collaborative, fast-moving technology team environment Compensation $90,000 - $100,000 salary range What You'll Be Doing Serve as the frontline escalation point for technical customer support issues
Diagnose payment, login, registration, and application support issues
Build scalable ticketing, triage, and escalation workflows
Create self-service knowledge base content to reduce ticket volume
Interpret logs, API responses, and system behavior to identify root causes
Define support metrics and improve response/resolution performance
Partner with development teams on legitimate product defects What You'll Need to be Considered 6+ years of related experience.
2-4 years of experience designing or improving technical support operations.
Ability to interpret logs, API errors, and technical system behavior
Experience implementing ticketing/help desk platforms
Strong judgment separating user error from software defects
Background supporting fintech, proptech, or payment platforms preferred
Ability to thrive in ambiguous, fast-changing environments INDIT