# Support Lead

**Company:** [Valstro](http://jobs.workable.com/companies/keAkA15AjWVkfHaddAbvdm.md)
**Location:** New York, United States
**Workplace:** on site
**Employment type:** Full-time
**Department:** Product

[Apply for this job](http://jobs.workable.com/view/1307b11e-88be-4f79-8c0c-22b67472228d)

## Description

Valstro hiring our first support person! The Support Lead ensures customers get fast, clear, and reliable support in day-to-day production use. This role is ideal for someone who enjoys solving customer problems, staying organized under pressure, and improving how support work gets done.

This is a full time, New York based position, reporting to the Head of Product Strategy.

### Key Responsibilities

**Frontline support & triage**

-   Monitor inbound support channels and respond to customer issues promptly.
-   Triage requests (severity, impact, urgency), gather context, and drive issues to resolution.
-   Provide clear, timely customer updates during investigation and resolution.

**Escalation coordination**

-   Run escalations by pulling in the right internal responders (Engineering, Platform/SRE, Product, Connectivity) and keeping communication tight.
-   Own end-to-end incident handling, customer communication, and resolution..

**Support operations & continuous improvement**

-   Maintain and improve support runbooks, escalation paths, and response checklists.
-   Capture recurring issues and contribute to root-cause analysis and follow-ups.
-   Track support action items and ensure follow-through.

**Metrics & reporting**

-   Help define and maintain lightweight support KPIs (e.g., response time, resolution time, incident volume).
-   Share simple reporting on themes, open risks, and improvements.

**Tooling strategy & selection**

-   Evaluate, recommend, and implement tools required to operate an effective support function (e.g., ticketing systems, knowledge base, incident management, CRM integrations).
-   Assess trade-offs across build vs. buy decisions, ensuring scalability for future growth.
-   Stay informed on emerging support technologies (AI-assisted support, automation, observability

**Team growth, hiring, and culture**

-   Help scale the support function over time by identifying gaps, defining roles, and contributing to hiring plans.
-   Participate in sourcing, interviewing, and onboarding new support team members.
-   Coach and mentor teammates through feedback, pairing, and clear expectations.
-   Build and reinforce a culture of excellence: high ownership, crisp communication, strong customer empathy, and continuous improvement.

## Requirements

-   Experience in customer support or a customer-facing operations role.
-   Strong organization and follow-through; comfortable managing many moving parts.
-   Clear written and verbal communication skills.
-   Ability to work cross-functionally and keep stakeholders aligned.
-   Comfort learning new tools and domains.
-   Familiarity with incident management, ticketing, monitoring/alerting, or runbooks.
-   Experience supporting technical products (SaaS, fintech, or trading/markets-adjacent).