Customer Support Lead, Enterprise Application (finance/fintech support exp. req.)

Customer Support Lead, Enterprise Application (finance/fintech support exp. req.)
Location: Washington, DC 
Salary: $90,000 - $150,000 +  Bonus + Benefits
Benefits: Medical, Dental, Vision, 401k, Holidays, PTO
Job Type: Full-Time  | Hybrid (in office 2x/week)
Typical Hours: Monday-Friday
Start Date: ASAP
Sponsorship is not available
Relocation assistance available

Customer Support Lead, Enterprise Application (finance/fintech support exp. req.) Description

Our client, an enterprise application provider in the fintech industry is looking for a Customer Support Lead to join their team in Washington, DC. In this role, you’ll lead a support team of a finance and revenue operations application used by companies across the globe to help them implement innovative automated tools and workflows. You'll combine hands-on ticket resolution with strategic process improvement. The ideal candidate has a background in accounting or finance with experience in enterprise software/product support and thrives in customer-facing scenarios and is motivated to build scalable systems that improve client satisfaction. This is a great opportunity to grow into a leadership role within a fast-growing company that values innovation and customer satisfaction.

Customer Support Lead, Enterprise Application (finance/fintech support exp. req.) Responsibilities

•    Lead a technical support team ensuring timely, quality resolution of client issues
•    Oversee support operations including ticket triage, escalation, and documentation
•    Collaborate with Product and Engineering to resolve complex bugs and data issues
•    Define and track KPIs like CSAT, first response time, and resolution time
•    Maintain and improve support documentation and self-service resources
•    Act as point of escalation for critical client issues and high-severity incidents
•    Coach and mentor team members, fostering accountability and growth
•    Work cross-functionally to enhance tools, workflows, and client communication

Customer Support Lead, Enterprise Application (finance/fintech support exp. req.) Qualifications

•    3+ years of customer-facing enterprise software/product support experience required
•    Background in finance or accounting, or fintech industry experience required
•    Knowledge of web-based platforms, APIs, and data integration required
•    Ability to relate to finance-based customers and de-escalate high-stress situations required
•    Proficiency with ticketing and support tools required