Note: The job is a remote job and is open to candidates in USA. Break Method is a company focused on behavioral intelligence and brain pattern mapping, and they are seeking a Founding Customer Support & Success Lead. This role involves building and scaling the customer support function while providing hands-on support to financial advisors and integrating AI capabilities into the support process.
Responsibilities
- Build and lead the team. Recruit, train, onboard, and operationalize a customer support team of approximately 5–10 representatives
- Define talent standards. Establish criteria and benchmarks for recruitment, retention, compensation, performance, and promotion
- Build the operating foundation. Establish and document SOPs, workflows, quality standards, ticket-handling procedures, and escalation processes
- Provide hands-on support. Support financial advisors directly through customer support tickets, real-time SMS support, and scheduled calls during the pilot
- Design support workflows. Own day-to-day processes across customer support, scheduling, SMS support, and escalation into product and engineering
- Develop AI assistant capabilities. Work with technology teams to develop, test, and expand AI assistant capabilities based on real customer interactions and support needs
- Integrate human and AI support. Lead efforts to design and implement processes that effectively combine human support with AI-assisted workflows
- Establish quality standards. Set expectations for clear, confident, jargon-free communication with professional financial advisors
- Track performance. Monitor ticket volume, tickets per advisor, resolution time, escalation rates, advisor satisfaction, and other operational metrics
- Represent the customer. Bring recurring advisor feedback and product pain points to product, engineering, and technology teams
Skills
- 5+ years in customer support or customer success
- Experience leading, mentoring, or developing processes for a team, ideally including teams of 10–20 people
- Experience in a major consumer-facing customer service operation, financial services, wealth management, healthcare, legal, or another high-trust environment
- Experience recruiting, training, onboarding, or operationalizing customer-facing teams
- A hands-on builder who is comfortable creating processes while working directly with customers
- Strong written and verbal communication skills
- The ability to work cross-functionally with product, engineering, and technology teams
- Interest in using AI to improve customer support while maintaining high-quality human interaction
- Familiarity with modern customer support, ticketing, and communication tools
- Based in the continental US and available during core hours between 7am and 7pm PT
- Experience establishing compensation, performance, promotion, or retention frameworks for support teams
- Experience in wealth management, RIA/broker-dealer client service, banking, or fintech
- Experience launching support for an MVP or early-stage SaaS product
- Experience implementing AI-assisted customer support workflows
- Familiarity with SMS-based support, scheduling tools, and cross-functional project or engineering workflows
Company Overview