Fintech Support Lead

2 weeks ago

West Jerusalem Jerusalem District, Israel Cross River Full time

Description
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

  • Flexible hybrid model: 3 days a week in the office – A must
  • ₪1,000 net monthly wellness benefit – from therapy to Pilates to your kid's art class
  • Full Keren Hishtalmut, private health & dental insurance
  • Donation matching, volunteering days, team outings, and mentorship programs
  • A mission-driven culture that values ownership, trust, and meaningful impact

NEXT STEP
Hit apply. You bring your talent - we'll bring the challenge (and the snacks).

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