Customer Support Lead
Prometheum Capital LLC is Prometheum, Inc.'s SEC-registered special purpose broker-dealer and qualified custodian for digital assets, providing custody, clearing, settlement, and correspondent-clearing services.
Funding history
Investors
Projects
About Prometheum Capital LLC
Prometheum Capital LLC, also marketed as ProCap, provides regulated custody and post-trade infrastructure for digitally native securities, tokenized securities, and select crypto assets. It operates as a FINRA member and SEC-registered broker-dealer, offering institutional custody, correspondent clearing, transaction processing, settlement, and customer account services under U.S. federal securities laws.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead day-to-day customer support for financial institutions and registered representatives. You will manage tickets, troubleshooting, resolutions, and escalations while maintaining regulatory standards. You will build support infrastructure, create self-service resources, guide customer onboarding, train users, monitor adoption, identify root causes, report service metrics, and scale workflows.
Requirements
- Experience in customer support, client services, technical support, or a related customer-facing role.
- Experience managing customer inquiries, troubleshooting issues, and resolving escalations.
- Experience developing, implementing, or improving customer support processes, workflows, and procedures.
- Hands-on experience with a ticketing platform such as Zendesk and a CRM such as HubSpot.
- Experience supporting customer onboarding and account setup.
- Organizational skills to manage multiple priorities and open issues.
- Written and verbal communication skills.
- Analytical, problem-solving, and decision-making skills.
- Ability to collaborate with cross-functional internal teams.
- Ability to work independently in a fully remote environment.
Responsibilities
- Manage day-to-day support for financial institutions and registered representatives, including tickets, troubleshooting, resolution, and escalation.
- Build and improve support infrastructure, including the ticketing system, virtual phone line, SLAs, escalation paths, and knowledge base.
- Create and maintain FAQs, troubleshooting guides, and documentation.
- Guide financial institutions, registered representatives, and staff through onboarding to their first funded account and trade.
- Run training sessions, office hours, and how-to content for enterprise users and registered representatives.
- Identify inactive or struggling users and proactively resolve issues to encourage platform adoption.
- Track recurring issues and partner with Product and Engineering to address root causes.
- Track ticket volume, response and resolution times, and service quality; report trends and recommendations.
- Streamline workflows and design scalable processes for expanded coverage and team growth.
Benefits
- Stock options
- Health insurance
- Vision insurance
- Dental insurance
