Support Lead

Job Description

Job 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).