Customer Support Lead (Remote, Fractional)

About the role

Qompyl, an early-stage fintech startup building a no-code platform for traders to turn ideas into strategies, is hiring its first Customer Support Lead. This is a hands-on individual contributor role, mostly asynchronous, working remotely and primarily 12-15 hours per week. You will work directly with early users and help build the support function from the ground up.

Key responsibilities

• Own the primary support channel during agreed coverage windows, helping users get set up, build their first strategy, run a backtest and understand the results.
• Investigate reported issues, reproduce them where possible, and work with Product, Engineering and QA to resolve them while keeping users informed.
• Set up a simple process for logging, prioritizing and escalating requests, and turn recurring questions into FAQs, troubleshooting guides and reusable replies.
• Share patterns in user feedback with Product and track request volume, response times and open cases to help improve the product and plan support coverage.

Required profile

• Around five or more years of experience in customer or technical support for a digital product; flexibility on years depending on the scope of work owned.
• Strong written English and the ability to explain technical workflows clearly to users with different levels of experience.
• Practical troubleshooting skills and good judgment about what to resolve, prioritize and escalate.
• Experience improving a support workflow, building help content, or making it easier for a team to track and follow up on requests.
• Experience in trading, fintech, financial analytics or technical SaaS is a plus.

What we offer

• Equity only, with no cash salary at this stage; cash compensation will be revisited once the company secures funding or starts generating revenue.
• Remote, fractional work of 12-15 hours per week, mostly asynchronous.