Senior Support Operations Associate

The Internet lacks a protocol for money. Lightspark is building the tools and services to make it happen. Lightspark builds enterprise-ready infrastructure for open payments for the Internet at scale using the Lightning Network. An always-on, low-cost, universal payment network will completely transform how money is moved, enabling businesses and developers to transform existing solutions and build new financial systems, services, and processes accessible to everyone, transcending geographical restraints. Lightspark is headquartered in Los Angeles, California, but serves the world. At Lightspark, we are pioneering the future of payments by leveraging the Bitcoin network and diving deep into the capabilities of the Lightning Network. Our mission is to build a secure and robust payment infrastructure that bridges the gap between traditional finance and cryptocurrency. We are seeking a highly organized and strategic first hire for our Support Operations division to drive the effectiveness and efficiency of our customer support function. You will play a key role in optimizing systems, processes, tools, and analytics to enable world-class support delivery. What you’ll be doing

• Case Management: Able to maintain and work cases with a high level of empathy and alignment to SLAs, able to troubleshoot effectively and escalate where necessary to get to the best solution for the customer.
• Operational Excellence: Develop and refine support workflows, escalation paths, and ticket handling strategies to ensure a high-quality customer experience.
• Process Improvement: Identify inefficiencies and lead initiatives to streamline support processes, including automation and self-service.
• Tool Management: Own the administration, optimization, and integration of support tools.
• Reporting & Analytics: Design and deliver performance dashboards and reports, providing actionable insights into team performance, customer satisfaction, and operational KPIs.
• Cross-functional Collaboration: Serve as the bridge between support and other departments to escalate systemic issues and ensure feedback loops inform product and service improvements.
• Customer Experience: Deliver an exceptional end-to-end customer experience at Lightspark by establishing a clear feedback loop—capturing input, tracking deliverables, driving execution, and ensuring timely follow-up with requestors.

What we’re looking for

• 6+ years of experience in support operations, business operations, or customer support
• Fluency in both English and Spanish is required.
• Proven track record managing and rolling out support tools and platforms (e.g., Zendesk, Freshdesk, Salesforce, etc.).
• Strong analytical and problem-solving skills; experience with data analysis tools is a plus
• Passion for customer experience and operational excellence.
• Experience in a start-up environment is preferred.

A little extra

• Experience with AI/chatbot or other tooling for easier first line support management.
• Prior experience in crypto, blockchain, tokens, stablecoins, or payments.
• Prior leadership or creating a team from zero.
• Experience in both direct to consumer support and enterprise support.

Lightspark is on a mission to build an open payment protocol for the Internet at scale and therefore we’re committed to creating a more inclusive and diverse workplace to reflect the customers we serve. We welcome interest from individuals of all backgrounds and levels of experience who share our mission. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other applicable legally protected characteristics. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the State of California Fair Chance Initiative for Hiring. Compensation Range: $83K - $134K #J-18808-Ljbffr Second Renaissance