Tech Support Group Manager
Capitolis
We believe the financial markets can and should work for everyone. Capitolis is the technology company helping to create safer and more vibrant financial markets by unlocking capital constraints and enabling greater access to more diversified capital and investment opportunities. Rooted in advanced technology and deep financial expertise, Capitolis powers groundbreaking financial solutions that drive growth for global and regional banks – and institutional investors alike. Capitolis is backed by world class venture capital firms, including Canapi Ventures, 9Yards Capital, SVB Capital, Andreessen Horowitz (a16z), Index Ventures, Sequoia Capital, Spark Capital, and S Capital, as well as leading global banks such as Barclays, BNP Paribas, Citi, J.P. Morgan, Morgan Stanley, Standard Chartered, State Street and UBS.
Founded in 2017, our team brings decades of experience in launching successful startups, technology, and financial services. Capitolis was recognized on the Inc. 2024 Best in Business list in the Financial Services and Innovation & Technology categories, and honored for the third consecutive year in the 2025 Euromoney Foreign Exchange Awards. The company has been included on CNBC’s World's Top Fintech Companies list for the past three years, Deloitte’s Technology Fast 500 list in consecutive years and was named to Fast Company’s prestigious annual list of The World’s Most Innovative Companies for 2023. American Banker recognized Capitolis among the Best Places to Work in Fintech, and the company was named by Crain’s New York Business as one of New York City’s Best Places to Work in 2025 for the fourth consecutive year. For more information, please visit our website at www.capitolis.com or follow us on LinkedIn.
Responsibilities
Build & Lead the Team
- Hire, train, and mentor a small but growing team of technical support engineers.
- Set clear goals and establish a culture of customer empathy and ownership.
Hands-On Customer Support
- Take ownership of escalated customer cases when needed.
- Work directly with engineering to troubleshoot and resolve complex issues.
- Ensure SLAs and customer expectations are met consistently.
Process & Tools
- Define and implement support workflows (ticketing, escalation, incident response).
- Build the initial knowledge base and self-service resources.
- Recommend and deploy tools (Zendesk, etc.) to track and improve performance.
Collaboration & Feedback Loops
- Partner with Product to channel customer feedback into roadmap decisions.
- Work closely with Engineering to ensure fast resolution of recurring issues.
- Collaborate with Customer Success to support key accounts and reduce churn.
Scale & Strategy
- Establish KPIs (response time, resolution time, CSAT) and report on them regularly.
- Identify opportunities for automation and self-service as volume grows.
- Build a long-term plan for scaling the support function from a small team to a full organization.
Requirements
- 5+ years of experience in technical support, customer success, or related roles, with at least 2 years managing or mentoring others.
- Experience working in a startup or growth-stage SaaS/online services company.
- Prior experience building a support function from scratch.
- Prior experience in Fintech
- Strong technical aptitude: able to understand product architecture, APIs, and troubleshoot complex issues (coding not required, but technical fluency is a must).
- Comfortable being both a player and a coach — willing to jump into tickets while also building the systems for others.
- Excellent communication skills, with the ability to simplify complex technical issues for customers.
- Track record of setting up or improving support processes and tools.
- Experience with both SQL and NoSQL databases
Nice to Have
- Familiarity with modern customer support tools (Zendesk, Jira, etc.).
- Exposure to DevOps/SRE practices and incident management.
- Experience collaborating with distributed or remote teams.
The target annual base salary range for this position is $125,000 – $135,000 and is dependent on a variety of factors, including, but not limited to, job-related experience, qualifications, knowledge, and skills. In addition to base salary, the compensation package for this role includes an annual discretionary bonus and company equity. This role is also eligible to participate in company-sponsored benefits and perks.
Our Company Values
We operate with a clear set of values that guide us — our way of being, decisions, and actions. These values define who we are, and we are committed to all of them. These values are uniquely ours. If these values — all of them — speak to you, this is an amazing place, but we are not for everyone. Learn more about our Company Values here.
- We lead with purpose, while creating exceptional value
- We pursue big breakthroughs, responsibly
- We learn from the best and are unapologetically independent
- We are obsessed with the future and fanatical about executing today
- We play tough, with heart
Our People Attributes
Our People Attributes are characteristics that describe the DNA of Capitolis employees. They provide a consistent framework to hire, assess, and develop our team against. Learn more about our People Attributes on our careers page here.
- Super Smart: quality thinking and know what good looks like
- Badass: all in, get stuff done, and high standards
- Good Human: collaborative, open-minded, authentic and real, and pursue self-actualization