Support Lead, Valstro
3 days a week in office
Next generation trading technology
Open for applications
Next generation trading technology
21-100 employees
Open for applications
3 days a week in office
21-100 employees
Company mission
To deliver trading solutions with a revolutionary new technology platform and a rigorous, customer-focused service model, offering its customers unprecedented functionality, flexibility, reliability and operational simplicity.
Role
Who you are
- This role is ideal for someone who enjoys solving customer problems, staying organized under pressure, and improving how support work gets done
- Experience in customer support or a customer-facing operations role
- Strong organization and follow-through; comfortable managing many moving parts
- Clear written and verbal communication skills
- Ability to work cross-functionally and keep stakeholders aligned
- Comfort learning new tools and domains
- Familiarity with incident management, ticketing, monitoring/alerting, or runbooks
- Experience supporting technical products (SaaS, fintech, or trading/markets-adjacent)
What the job involves
- Valstro hiring our first support person! The Support Lead ensures customers get fast, clear, and reliable support in day-to-day production use
- This is a full time, New York based position, reporting to the Head of Product Strategy
- Monitor inbound support channels and respond to customer issues promptly
- Triage requests (severity, impact, urgency), gather context, and drive issues to resolution
- Provide clear, timely customer updates during investigation and resolution
- Run escalations by pulling in the right internal responders (Engineering, Platform/SRE, Product, Connectivity) and keeping communication tight
- Own end-to-end incident handling, customer communication, and resolution.
- Maintain and improve support runbooks, escalation paths, and response checklists
- Capture recurring issues and contribute to root-cause analysis and follow-ups
- Track support action items and ensure follow-through
- Help define and maintain lightweight support KPIs (e.g., response time, resolution time, incident volume)
- Share simple reporting on themes, open risks, and improvements
- Evaluate, recommend, and implement tools required to operate an effective support function (e.g., ticketing systems, knowledge base, incident management, CRM integrations)
- Assess trade-offs across build vs. buy decisions, ensuring scalability for future growth
- Stay informed on emerging support technologies (AI-assisted support, automation, observability
- Help scale the support function over time by identifying gaps, defining roles, and contributing to hiring plans
- Participate in sourcing, interviewing, and onboarding new support team members
- Coach and mentor teammates through feedback, pairing, and clear expectations
- Build and reinforce a culture of excellence: high ownership, crisp communication, strong customer empathy, and continuous improvement
Our take
Over the last decade, innovation in open banking and the fintech sector has greatly increased access to trading platforms, yet their functionality has mostly remained the same. Platforms are generally fixed in their features and provide limited automation functionality, preventing traders from developing personalised trading strategies and integrating other helpful software tools into their workflow.
Valstro develops innovative trading platforms, offering traders the necessary functionality to automate trading workflows, reduce operational errors, and optimise trading performance. The company develops its platforms with a modular approach that allows users to mix-and-match features and leverage APIs to integrate external software, empowering them to personalise their trading experience without adding risk or overhead to day-to-day operations.
Whilst there is no denying that trading platforms are becoming increasingly sophisticated, Valstro has recognised that innovations still lack the flexibility, personalisation, and automation that can truly maximise the efficiency of trading workflows. And this will surely go a long way in securing the company's future success.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Jun 2024
$23.5m
LATE VC
Total funding: $23.5m
Company HQ
Midtown South, New York, NY
Leadership
Mark Ames
(CEO)Previously CTO and CEO of Fidessa, an investment and information solutions provider.
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