{"id":2545497,"url":"https://alion.io/job/fun-senior-support-lead","title":"Senior Support Lead","company":{"id":1839272,"name":"Fun","domain":"fun.xyz","url":"https://alion.io/company/fun-xyz","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"C","score":66,"open_postings":14,"ghost_share":0.571,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Finance","role_family":"Finance","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":168000,"max":250000,"currency":"USD","period":"year","gross":null,"usd_annual":250000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-09T21:01:13Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-10-17T03:32:38Z","board_verified":true,"closed_at":null,"days_open":37,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":37},"description":"Capital markets are undergoing a fundamental shift. Assets that live in fragmented systems and manual workflows are moving onto blockchains, systems designed to move and store value more transparently and efficiently.\nWhile this unlocks more open and programmable financial systems, it also introduces significant complexity. For most users, interacting with this new infrastructure is still too difficult.\nFun builds the infrastructure that powers consumer-facing fintech applications, handling onboarding, account access, and money movement so users can interact with blockchain-based systems as seamlessly as they do with traditional finance.\nFor fintech builders, Fun provides a best-in-class onboarding and deposit stack that drives conversion and unlocks user growth. We operate at the intersection of financial infrastructure, complex engineering, and product experience.\nAbout The Role\nOur clients trust us to power money movement for their end users, and their confidence in that experience is inseparable from their confidence in us. We're looking for a Senior Support Lead who can be trusted with real judgment calls, not just process, and who takes genuine ownership of the day-to-day support experience. You'll be the person the L1 team turns to when something needs a decision and needs it made well, and you'll take real pride in building out the tooling, workflows, and processes that let quality hold as we scale rather than erode. This gives our Head of Customer Success the room to focus on strategy and enterprise relationships, while you own the operational excellence underneath it.\n\nWhat You'll Do\nOwn Day-to-Day Support Operations: Lead-style management of our external support team, including coaching, shift coverage, and triaging what gets escalated upward.\nRun First-Pass Escalation Triage: Take the first pass on issues currently going to engineering. Resolve what's covered by existing process, and escalate only what's genuinely necessary.\nBuild the Support Foundation, Then Own QA: Partner with the Head of Customer Success to strengthen our support tooling and processes. Once that foundation is in place, quality assurance becomes your full-time focus, making sure standards are applied consistently across every interaction.\nSupport Enterprise Reporting: Help prepare and spot-check the reporting we share with clients, and keep our internal and external documentation current.\nManage Our External Support Partner: Track performance against agreed standards, and hold our team to a high bar as we refine their scope.\n Cover the Queue When Leadership Is Heads-Down: Monitor tickets and escalations while the Head of Customer Success is in client meetings or otherwise unavailable.\nRequired Skills and Qualifications\n5-7 years of experience in customer support, support operations, or CX, ideally in fintech, payments, or crypto.\nExperience managing an outsourced or offshore support team, including performance reviews and quality oversight.\nHands-on experience with modern support tooling, including building workflows and reporting.\nComfort making fast, judgment-based decisions inside clearly defined guardrails, and knowing when to escalate rather than decide.\nStrong written communication; you'll be setting the tone for how we sound to end users and partners.\nNice to Have\nFamiliarity with crypto or blockchain-based products, even as a user.\nExperience building a support operation from an early or informal state into something more structured.\nExposure to compliance-adjacent support workflows (KYC, transaction disputes, fraud review).","description_format":"text","description_chars":3579,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Blockchain & Crypto","DeFi","Financial Software & Embedded Finance"],"lifecycle":[{"event":"open","at":"2026-10-14T16:37:52Z"}],"visa":[],"liveness":{"score":22,"band":"cold","label":"Long shot","p_open":1,"p_active":0.408,"p_room":0.55,"age_days":37,"expected_fill_days":27,"reasons":["conf:2","stale_co","win:tail"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":250000,"is_top_pay":true},"html_url":"https://alion.io/job/fun-senior-support-lead","json_url":"https://alion.io/job/fun-senior-support-lead.json","meta":{"generated_at":"2026-10-17T06:47:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9314,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1839272},"rest":"https://alion.io/mcp/rest/get_company?id=1839272"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffun-senior-support-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffun-senior-support-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffun-senior-support-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fun-senior-support-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffun-senior-support-lead"}]}