Customer Support Lead

Operations, Customer Support | Seattle, WA (Hybrid) | Full-Time About Possible Since our founding, we have redefined how people approach small-dollar loans—delivering over $1 billion in funding to more than 1.5 million customers, issuing over 4 million loans, and saving our customers more than $650 million. At Possible, we’re building a new type of consumer finance company; one that helps our customers stay out of debt rather than profit from their staying in it. We are a Public Benefit Corporation with the mission to help communities unlock economic mobility through affordable credit products crafted to improve financial health for generations. Join the team that’s making our goal a reality. About the Team Our customer support team works directly with our customers to provide answers and solutions to their issues. We focus on solving these items in a fast and efficient way by leveraging AI and a tiered response system. Through these conversations, we identify bugs and feature requests and work directly with the product teams to resolve issues blocking our customers and to create new features. We focus on speed and accuracy while providing an exceptional experience and delivering information that improves the overall product and company. What You’ll Do As a member of this team, you’ll own performance analysis end-to-end —building and maintaining weekly agent scorecards, running deep-dives on KPI trends, and translating data into structured coaching conversations with time-bound action plans. You’ll proactively identify degrading patterns across quality scores, handle time, resolution rates, CSAT, and SLA adherence before they become systemic, and arrive at every coaching session with data in hand. You’ll establish and maintain performance benchmarks aligned to T1/T2 KPI expectations and present findings to leadership with clear recommended actions. You’ll serve as the first line of defense when something breaks in the product or support workflow - monitoring ticket queues for anomalies, documenting bugs with precision, and owning the handoff to Engineering and Product. Grounded in the same analytical approach that drives your coaching, you’ll distinguish a one-off ticket from a systemic signal and act on it before leadership has to ask. You’ll build structured escalation briefs that communicate what broke, how many customers are affected, and why it matters - and you’ll maintain an incident log that tracks resolution timelines and post-incident recommendations. You’ll coach, mentor, and develop a geographically dispersed team of support agents to consistently meet and exceed performance standards. Drawing on the same data fluency that drives your own analysis, you’ll conduct structured 1:1s grounded in metrics, own 30/60/90-day onboarding plans for new agents, and initiate formal coaching plans within five business days of any missed performance milestone. You’ll foster a culture of accountability, continuous learning, and empathy-driven service - recognizing strong performance and keeping your team motivated across time zones. You won’t wait to be asked for data - you’ll bring it. You’ll regularly mine support data to identify emerging trends, friction points, and process gaps , and build reports that inform operational decisions on staffing, tooling, and workflow. Rooted in the same proactive mindset that drives your team coaching, you’ll surface root cause analysis on recurring ticket types and present findings in leadership reviews with a clear "so what" and recommended next steps. You’ll serve as the final escalation owner for complex, sensitive, or policy-driven cases - stepping in personally when agents can’t resolve an issue and treating direct customer conversations as a source of real operational intelligence . Consistent with your commitment to data-driven operations, you’ll ensure your team has clear guidance on escalation paths, regulatory requirements, and edge-case handling - and that knowledge gaps are surfaced and closed quickly. You’ll partner with the Brand Reputation & Escalations team and proactively flag process gaps with proposed fixes. Requirements The successful candidate will demonstrate deep experience in a customer support leadership or team-lead role for a consumer application and/or a financial technology product. And the following: Proficiency with Zendesk—including Explore reporting, macro management, view configuration, and SLA policy setup—or equivalent CRM and support tooling experience, with the ability to build and configure the support experience from the ground up. Experience documenting and escalating product bugs or operational incidents in a structured, cross-functional environment, including collaboration with Engineering, Product, and Compliance teams. Experience working with AI agents or chatbot platforms in a support environment, and familiarity with observability and triage tooling such as LogRocket, Datadog, or similar. Strong written communication skills - your escalation briefs, coaching plans, and reports are clear, concise, and actionable. Experience managing or closely coordinating with remote or geographically dispersed teams across time zones. Background in fintech, lending, financial services, or a fast-paced consumer software environment is strongly preferred. Location and Benefits This is a hybrid position with a shared in-office schedule of Monday, Tuesday, and Thursday. Our office is centrally located in downtown Seattle. The salary range for this role is $86,700 to $96,900. We also offer significant stock options, comprehensive benefits, a bonus plan, commuter benefits, and an excellent office space with complimentary drinks and food options. Possible Finance Possible Finance is dedicated to financial fairness and community empowerment. We welcome diverse perspectives and experiences to help us achieve our mission of unlocking economic mobility for generations to come. Learn more about us as a Public Benefit Company. #J-18808-Ljbffr Possible