Customer Support Lead

We are a startup building a prediction market platform, preparing to launch in UK, Canada and LATAM.

We are looking for a Customer Support Lead to build and run our support function from the ground up. You will set the standards, build the playbooks, and lead the team that ensures every user gets fast, accurate, and human responses. Before launch, you will be the one defining how we support our users. After launch, you will be the one scaling it.

What you'll do

• Build our customer support function from scratch, including processes, SLAs, escalation paths, and quality standards
• Hire, train, and lead the support team as we scale across North and Latin America
• Set up and own our support tooling, from ticketing systems to AI powered response workflows
• Handle the most complex and sensitive user cases personally
• Use AI tools like Claude and similar platforms to scale support without losing quality
• Build out our help center, FAQs, and self serve resources
• Spot patterns in user feedback and feed actionable insights back to product, engineering, and marketing
• Own support metrics and report directly to the founders on performance, satisfaction, and trends

What we're looking for

• Proven experience leading a customer support team, with a track record of hiring, training, and scaling people
• Background in fintech is a strong plus but not a must. Experience supporting any consumer product where users have real expectations and time sensitivity matters
• Comfortable with AI tools and using them to scale support operations. This is core to how we work, not a nice to have
• Excellent written English. Spanish or Portuguese is a strong plus for our LatAm launch
• Strong operational mindset, comfortable building processes and playbooks from scratch
• Calm under pressure and able to coach others to do the same
• Comfortable in an early stage, fast moving environment where you wear multiple hats
• Based in Dubai or willing to relocate and work on site