Head of Customer Support

TLDR 

Please read before applying: This is a customer support role at an early-stage fintech startup operating a regulated algorithmic trading platform. We need someone who has built support infrastructure from scratch at a product where the failure mode was financial — fintech, trading, crypto, or payments. We’re building toward AI-first support and need someone who is actively using AI tools to automate workflows. This is not a customer service generalist role. If your background is in high-volume consumer support without a technical or fintech component, this isn’t the right fit. 

Company Description 

Wick is an algorithmic trading marketplace where quant developers create and publish trading strategies, and retail traders subscribe to run those strategies in their own brokerage accounts. We sit in the middle as a hosting and infrastructure platform, charging a flat monthly fee per algorithm. We’re building the product category that hedge funds have had for years — and making it available to retail investors.  

Role Description 

We’re looking for the Head of Customer Support at Wick. This is a foundational hire. You will build the support function from scratch before our first users are in, run it through launch, and scale it as the platform grows. 

Support at a regulated trading platform is a technical function with real compliance exposure — not a ticket queue. The person in this role needs to understand the product well enough to diagnose problems, know when to resolve versus escalate, and communicate with the directness our users expect. Our users are technically literate retail traders from communities like WallStreetBets and Reddit. They post publicly when something goes wrong. They respond well when you get it right. 

We’re building toward an in-app AI agent as the primary support surface — because a well-built agent with full customer context and API access delivers a faster, more accurate experience than a human generalist. The goal is not ‘AI helps support’. It’s ‘support is AI, with humans in the loop for what AI can’t or shouldn’t own’. You’ll own that build. 

This is not a paper-pushing role. You will carry real operational accountability and be expected to think like a business partner. 

What We Offer 

• Foundational role at an early-stage company with equity participation 
• Fully remote with flexible scheduling 
• Direct access to leadership and influence on product direction 
• Opportunity to build a support function from scratch at the intersection of algorithmic trading, retail fintech, and AI 
• A team that treats support as a product surface, not a cost center 

Detailed Responsibilities 

Support Infrastructure 

• Design and maintain the escalation matrix — documented paths to engineering, compliance, and legal — in place before launch 
• Build and continuously update the support runbook: triage logic, response frameworks, and templates for the most common issue types 
• Define on-call coverage and after-hours escalation thresholds for platform incidents 
• Select and implement tooling staged to volume — helpdesk, in-app messaging, community moderation 

AI Agent Development 

• Own the development and performance of Wick’s in-app AI support agent as the primary support surface — hands-on building and configuring the agent, partnering with technical teams across the build as needed 
• Define escalation logic — what the agent owns, what humans own, and where the handoff happens 
• Continuously expand AI coverage, driving toward automation of all routine interactions 

Operations  

• Handle all inbound triage and resolution across active channels, open to close 
• Produce a weekly support brief — issue volume by type, severity flags, qualitative themes, and AI coverage rate — as a standing input into sprint planning 
• Identify and route compliance-sensitive issues; own the paper trail on escalations 
• Maintain active presence in the communities where Wick users live: WSB, algo trading subreddits, fintech Twitter 

Qualifications 

• First or early support hire at a startup — you’ve built the function, not just worked in it 
• Background in fintech, trading, crypto, or payments — you’ve handled issues where the failure mode was financial 
• Can distinguish user error from product bug without a playbook 
• Has managed compliance-sensitive escalations and knows when to pull in legal 
• Fluent in Discord and Reddit — comfortable operating in communities you don’t own or moderate 
• Has used AI tools to automate support workflows, triage issues, or draft responses — ideally has set up or contributed to an AI-assisted support function 
• Comfortable operating as an IC and building a team around you as we scale