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.
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Triage requests (severity, impact, urgency), gather context, and drive issues to resolution.
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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.
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Own end-to-end incident handling, customer communication, and resolution..
Support operations & continuous improvement
- Maintain and improve support runbooks, escalation paths, and response checklists.
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Capture recurring issues and contribute to root-cause analysis and follow-ups.
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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).
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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).
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Assess trade-offs across build vs. buy decisions, ensuring scalability for future growth.
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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.
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Participate in sourcing, interviewing, and onboarding new support team members.
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Coach and mentor teammates through feedback, pairing, and clear expectations.
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Build and reinforce a culture of excellence: high ownership, crisp communication, strong customer empathy, and continuous improvement.
Requirements
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Experience in customer support or a customer-facing operations role.
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Strong organization and follow-through; comfortable managing many moving parts.
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Clear written and verbal communication skills.
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Ability to work cross-functionally and keep stakeholders aligned.
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Comfort learning new tools and domains.
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Familiarity with incident management, ticketing, monitoring/alerting, or runbooks.
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Experience supporting technical products (SaaS, fintech, or trading/markets-adjacent).
