Technical Support Team Lead

Join our client in building a customer support function from the ground up for a rapidly growing payment platform transforming how underserved communities manage rent payments. This is a highly visible opportunity to blend hands on technical support with operational strategy while directly improving the experience of residents and property managers nationwide.

C2C is not an option with this job opening and all applicants should be able work for any US Employer without sponsorship. Sponsorship is not provided and this person will not need to require sponsorship in the future.

• Opportunity to build and own an entire support operation from scratch
• High impact role with direct visibility to executive leadership
• Mission driven company focused on improving housing accessibility
• Collaborative, fast moving technology team environment

• $90,000 - $100,000 salary range

• Serve as the frontline escalation point for technical customer support issues
• Diagnose payment, login, registration, and application support issues
• Build scalable ticketing, triage, and escalation workflows
• Create self service knowledge base content to reduce ticket volume
• Interpret logs, API responses, and system behavior to identify root causes
• Define support metrics and improve response/resolution performance
• Partner with development teams on legitimate product defects

• 6+ years of related experience.
• 2-4 years of experience designing or improving technical support operations.
• Ability to interpret logs, API errors, and technical system behavior
• Strong judgment separating user error from software defects
• Background supporting fintech, proptech, or payment platforms preferred
• Ability to thrive in ambiguous, fast changing environments