Artificial Intelligence (AI), Automation, CRM Integration, Communication Skills, Continuous Improvement, Cross-Functional, Customer Relations, Customer Support/Service, Emerging Technology, Follow Through, Incident Management, Incident Response, Industry/Trade Analysis, Knowledge Base, Machine Tool, Onboarding, Operational Improvement, Operational Support, Organizational Skills, Performance Metrics, Presentation/Verbal Skills, Problem Solving Skills, Product Strategy, Product Support, Resolve Customer Issues, Root Cause Analysis, Software as a Service (SaaS), Technical Support, Time Management, Writing Skills
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).