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Fintech Support Lead
About The Position
At Cross River, we're building the financial infrastructure that powers global innovation. With our cutting-edge suite of embedded payments, cards, and lending solutions, we enable millions of businesses and consumers to transact seamlessly and securely.
With 900+ employees worldwide and an R&D center of over 160 employees in Jerusalem – we’re reshaping how financial technology is developed and delivered.
The Role
We’re looking for a Support Lead Manager who thinks bigger than tickets. You’ll own our customer support engine, transforming short-term fixes into long-term solutions. You’ll lead a global team of Support Engineers, tackle escalations with precision, and partner with Product, Engineering, and Operations to build systems that scale.
Who You Are
- A take-charge leader who loves rolling up sleeves and re-engineering processes
- Tech-savvy - comfortable reading API docs, firing off Postman requests, and querying SQL
- A natural collaborator who thrives in cross-functional teams
- Able to stay composed and decisive under pressure while supporting mission-critical services
What You’ll Actually Be Doing
- Lead & mentor a global team of Support Engineers (US and Israel), ensuring high-quality, consistent service
- Take ownership of escalated issues, drive timely resolution, and implement long-term solutions
- Spot recurring support patterns and partner with Product/Engineering to eliminate them
- Create internal tools, maintain a comprehensive knowledge base, and develop reliable playbooks
- Ensure clear documentation and standardized playbooks for consistent support practices
- Monitor support metrics and implement strategies to meet SLAs and customer satisfaction goals
- Oversee 24/7 support coverage and maintain readiness during high-priority incidents
- Work with contact-center partners to elevate service levels
- Lead or contribute to training, onboarding, and continuous development of team members
Requirements
What You Bring to the Table
- Native-level fluency in both English and Hebrew (written and verbal) - Must
- Availability to work in US hours - Must
- 2+ years as a hands-on Support Engineer - Must
- 2+ years managing support teams or customer operations - Must
- Technical proficiency with APIs, Postman, SQL, and support platforms
- Strong problem-solving skills, with a focus on process improvement and root-cause analysis
- Proven experience influencing across departments
- Fintech or regulated industry experience - A bonus
Why You’ll Love Working Here
You’ll be part of a driven, collaborative team that takes pride in solving complex challenges and delivering an exceptional experience to our customers. With access to full Keren Hishtalmut, private health and dental insurance, monthly wellness reimbursement, volunteering opportunities, and more - you’ll have the support you need to grow and thrive.
Next Step
Hit apply. You bring your talent - we’ll bring the challenge (and the snacks!).