Customer Support and Success Lead
About Squads
Squads is a financial technology company building products and APIs for the stablecoin economy. We build on open infrastructure, global money and internet capital markets to deliver better financial services to every business, individual and developer.
Our Products
- Squads Multisig: The premier multisig platform for Solana.
- Altitude: A global business account to save, earn and move money.
- Fuse: A personal finance app for stablecoins and tokenized assets.
These three products are powered by our stablecoin infrastructure and developer platform: Grid.
Our investors include Haun Ventures, Multicoin Capital, Electric Capital, Coinbase Ventures, Toly, Mert, and others.
Altitude is our self-custodial business account for global companies. It offers USD/EUR accounts with routing numbers and IBANs, rewards, batch payments, corporate cards, expense management and more.
Altitude merges fintech and stablecoin infrastructure to deliver premium financial services built for a future that’s global by default and powered by autonomous finance.
About the Role
You’ll own both Customer Support and Customer Success in the early stages, helping shape how Altitude delights, retains, and grows its user base.
What you will be doing:
- Support Leadership & Execution
Lead a lean support team. Set SLAs, manage escalations, monitor ticket flows, ensure quality responses. Be ready to jump into support tickets during heavy periods or for critical issues.
- Customer Success Strategy & Engagement
Own onboarding, adoption, retention. Identify customer segments, define success plans, proactively reach out to users. Monitor health metrics, churn signals, and expansion opportunities.
- Process & Systems Improvement
Build and refine workflows and tools that improve support efficiency, success outreach, handoffs between support and success. Implement feedback loops to feed product, engineering, and operations from customer interactions.
- Cross-Functional Collaboration
Work closely with Product, Engineering, GTM, and Operations. Translate customer feedback into product improvements. Inform roadmap. Ensure consistency across touchpoints.
- Data & Metrics Driven Decisions
Define and track metrics: support ticket volume, response & resolution times, CSAT/NPS, renewal/expansion, churn, product usage. Use data to find improvement areas, to forecast, to make decisions.
- Customer Advocacy
Be the voice of the customer inside Altitude. Create narratives based on insights. Push for prioritization of what matters most to our users.
- Team Growth & Culture
Recruit, mentor, develop the team. Set standards for quality, empathy, professionalism. Ensure continuous learning.
Qualifications
Some combination of:
- Experience
3-5+ years in customer-facing roles, including both support and success (or very strong in one with exposure to the other). Experience in a high growth / scaling B-2-B Fintech environment is a plus.
- Leadership & Ownership
Comfortable owning both strategic and operational work. Able to switch between big picture and detail. Able to lead a small team but also do hands-on work.
- Technical & Product Savvy
Able to understand product workflows, technical issues, possibly APIs or backend issues, in order to help diagnose, escalate, or resolve. Comfortable working with engineering. Comfortable with building automations e.g. via Zapier, Airtable
- Data Literacy
Experience with analytics, dashboards, metrics. Able to use tools like SQL or BI tools, or willing to learn. Comfortable making decisions with imperfect data.
- Empathy & Communication
Strong communication skills—written and verbal. Empathetic with customers. Able to communicate clearly with execs, with engineers, with users.
- Problem-Solving & Process Mindset
A bias toward improving how things work. Able to build scalable processes, identify inefficiencies, build structure without overburdening.
Why Squads
- Build the future of open finance. You’ll help accelerate adoption of stablecoin‑powered solutions at a time when finance is shifting to programmable, borderless rails
- Broaden your impact. Drive alignment, innovation, and results across teams and initiatives.
- Modern tools and culture. Operate with high agency in a mission‑driven team that ships relentlessly and values craftsmanship.
- Mission Focus. We don’t hire people that need to be managed, we hire people that want to be led
Benefits
- We’re offering competitive and generous compensation, with meaningful equity and upside.
- Unlimited, flexible PTO
- Flexible work schedule
- Company laptop and allowance for any necessary home equipment
- Two company-paid off-sites per year
Our Values
- Kindness Matters. We show kindness and respect to all users, customers, and team members in every interaction (internal and external). Being kind compounds and strengthens our relationships.
- Craftsmanship Excellence. We deeply care about the quality of everything we create. Every contribution, regardless of size, must meet our high standards for excellence.
- Radical Transparency. We communicate openly and honestly with each other. Respectful candor is valued over comfortable silence, as we can’t afford to miss insights due to fear of speaking up.
- Bias for Action. We believe action produces information. At no more than 20% completion of a project we must have a working prototype to test and iterate on.
- Speed with Purpose. We move with urgency and focus. Slow and expensive usually go together. Good, fast, and cheap outcomes are perfectly achievable through disciplined execution.
- Professional Integrity. We never speak negatively about competitors, partners, vendors, or others. Such behavior reflects insecurity and provides no value.
- Creative Problem-Solving. We value innovative thinking that challenges conventions. The best solution aligns with the task at hand, not necessarily with how things have always been done.
- Team Over Ego. We share both successes and failures collectively. No individual’s ego should surpass our commitment to the product and its impact.
- Results Over Hierarchy. We do not care about titles in this company. No politics, no hierarchy. All we care about is winning together.
If you’re excited to help businesses access modern money rails and believe that stablecoins will democratize finance, we’d love to talk. Reach out to us
To learn more about Squads visit their website
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