• Lead, coach, and develop a team of Customer Support Representatives. • Set clear expectations around performance, quality, and customer experience. • Support onboarding, training, and ongoing development of support team members. • Foster a customer-first, collaborative, and accountable team culture. • Own day-to-day customer support operations, including ticket management, escalations, and response SLAs. • Design, document, and continuously improve support workflows, policies, and playbooks. • Ensure consistent, high-quality support across all channels (email, chat, etc.). • Serve as an escalation point for complex or sensitive customer issues. • Ensure issues are resolved efficiently and with a strong focus on empathy and clarity. • Identify recurring customer pain points and proactively drive solutions. • Partner closely with Product, Engineering, Payments, Risk/Fraud, and Operations teams to resolve customer issues and improve product experience. • Advocate for the customer internally by surfacing insights, trends, and feedback. • Support launches of new features or workflows by preparing the support team and updating documentation. • Track and report on key support metrics (e.g., ticket volume, response times, resolution times, CSAT). • Analyze trends to identify gaps, training needs, or opportunities for process improvement. • Use data to inform staffing, tooling, and operational decisions. • Own and optimize customer support tools and platforms (e.g., Zendesk). • Help implement automation, macros, and self-service resources to improve efficiency and customer experience. • Maintain internal and external knowledge bases and FAQs.