About Us
Instant Funding is an upcoming fintech company transforming the world of proprietary trading. Since our launch in 2021, we've become one of the fastest-growing firms in the industry, trusted by over 50,000 traders across the globe.
We empower skilled traders by providing access to virtual capital, enabling them to trade the markets and earn a share of the profits. Our innovative funding models include traditional evaluation challenges and our flagship Instant Funding approach, which we pioneered to offer unmatched flexibility, scalability, and freedom.
At our core is a global community of ambitious traders who share a belief that trading should reward skill—not unnecessary hurdles. As we continue to reshape the trading landscape, we're looking for passionate individuals to join us in building the future of fintech.
The Role
- Instant Funding is building a new global support team to strengthen quality, speed, and customer experience for our rapidly growing FinTech platform. We are seeking an experienced Customer Support Team Lead to manage and mentor a team of support professionals, ensuring operational excellence and world-class service across multichannel communication (tickets, chat, community).
Objectives of the Role
- Lead and coach a team of support specialists to deliver accurate, empathetic, and fast resolutions across chat, tickets, and Discord.
- Set priorities, clarify next steps, and ensure work progresses without blockers.
- Own and resolve complex cases with consistent judgment, rigor, and customer-centric communication
- Lead investigations using data and tools, ensuring outcomes are clearly explained to customers and aligned with policy
- Serve as a decision anchor on edge cases
- Act as the first escalation gate before leadership involvement, aiming to resolve most issues at the current level
- Provide real-time guidance to junior agents, and a short feedback loop
- Help prevent unnecessary escalations by clarifying reasoning and applying best practices
- Work closely with cross-functional teams and management to align on decisions, patterns, and recurring edge cases
- Identify recurring scenarios and document precedents
- Support onboarding and ongoing learning for new hires
- Monitor escalation trends and surface training gaps to support leadership
- Diagnose the root cause behind repeated issues and implement improvements
- Step into tickets, live chat, or community channels during peaks or sensitive situations to maintain quality and continuity
- Provide targeted support on Trustpilot or Prop Firm Match when required to protect service standards or handle complex cases.
Qualifications/Skills Desired
- 3+ years of experience in SaaS, FinTech, or high-volume technical support, with at least 1 year in a leadership role.
- Excellent written and verbal English, with the ability to simplify complex issues for customers and coach team members.
- Strong attention to detail, especially when working with compliance and checks.
- Leadership mindset: proactive, reliable, and able to inspire accountability.
- Comfortable managing rotational 24/7 shifts in a global team.
- Experience with Zendesk, Freshdesk, Intercom, or similar tools is a plus.
- Experience handling customer queries in public or semi-public community channels (e.g., forums, chat communities, Discord, Telegram) is a plus.
- Comfortable working in a fast-moving, high-growth startup environment where priorities shift quickly, and ownership is expected.
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Education
- A bachelor's degree is preferred, but strong communication skills and relevant customer service experience are essential.
Skills
- Excellent written and verbal English (clear, concise, customer-friendly communication)
- Strong analytical ability and problem-solving mindset
- Close attention to detail when following SOPs and validating customer information
- Ability to multitask across tickets, live chat, and community channels
- Comfortable using support platforms (Zendesk, Freshdesk, Intercom, or similar)
- Ability to stay composed when handling escalations and frustrated customers
- Ownership and accountability for team outcomes
- Adaptable in a high-growth, fast-moving startup environment
Why Join Us
At Instant Funding, we're building something exciting—and we want you to be part of it. You'll be joining a supportive team that values:
- Innovation – We're always looking for better ways to do things.
- Freedom & Accountability – We take ownership and pride in our work.
- Impact - Every role here matters, and your work will help shape our future.
