Head of Customer Support

About Atomic

We are a fast-growing, mission-driven company powering the expansion of financial services and wealth creation globally. We build critical financial infrastructure that allows consumer-facing companies to offer engaging investing experiences to their customers in a frictionless way. We host advanced investing capabilities ranging from ESG investing to multi-currency trading across 60 global markets. We are a team of financial empowerment enthusiasts that have come together from various industries including tech, banking, finance, and law.

The company closed its Series A and we are positioned to rapidly scale. Come join an exciting opportunity to make a lasting impact!

As our Head of Customer Support, you will build and lead our customer support function from the ground up. This is a hands-on leadership role where you'll both develop the strategic vision for support and be involved in day-to-day operations. You'll create processes and systems to support investors using platforms powered by our technology. If you're excited about building exceptional support experiences in a fast-growing fintech environment, we'd love to hear from you.

Once here, you will

• Design, implement, and scale our customer support function for end users
• This includes processes, tools, and performance metrics
• Provide support for investor queries and escalations
• Develop comprehensive documentation, knowledge bases, and support resources
• Collaborate with Product and Engineering teams to address user pain points
• Collaborate with Compliance to ensure support interactions are within regulatory requirements
• Create reporting systems to track support metrics and identify trends
• Establish SLAs and quality standards for our support operations

What we are looking for

• 8+ years of customer support experience
• Experience in fintech or financial services strongly preferred
• Proven track record building support processes from scratch
• Strong knowledge of support platforms, ticketing systems, and knowledge bases
• Experience implementing and optimizing support technologies
• Excellent communication and interpersonal skills
• Ability to thrive in a fast-paced startup environment
• Experience supporting B2B2C models ideally 
• Bonus for familiarity with compliance requirements for investment communications

Atomic is an equal opportunity employer that values the benefits of diversity and prohibits discrimination and harassment All employment decisions at Atomic are based on business needs, job requirements and individual qualifications, without regard to age, race, color, religion or belief, stature, gender or sexual orientation, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Atomic will not tolerate discrimination or harassment based on any of these characteristics.