Support Lead

Join Valstro, a fast-growing company in the fintech industry, as our first Support Lead. In this full-time position based in New York, you will be responsible for ensuring customers receive fast, clear, and reliable support in their day-to-day production use. You will monitor inbound support channels, triage requests, provide customer updates, and own end-to-end incident handling. Additionally, you will maintain and improve support runbooks, track support action items, and help define and maintain support KPIs. This role is ideal for someone with experience in customer support or a customer-facing operations role, strong organization skills, and the ability to work cross-functionally.

• Monitor inbound support channels and respond to customer issues promptly, triaging requests and driving issues to resolution.
• Own end-to-end incident handling, customer communication, and resolution, while maintaining and improving support runbooks and escalation paths.
• Help define and maintain lightweight support KPIs, track support action items, and ensure follow-through on improvements.
• This role is ideal for someone who enjoys solving customer problems, staying organized under pressure, and improving how support work gets done
• Experience in customer support or a customer-facing operations role
• Familiarity with incident management, ticketing, monitoring/alerting, or runbooks
• Experience supporting technical products (SaaS, fintech, or trading/markets-adjacent)
• Strong organization and follow-through; comfortable managing many moving parts
• Ability to work cross-functionally and keep stakeholders aligned
• Comfort learning new tools and domains
• Clear written and verbal communication skills