Introducing the future of alternative finance: T-REX is a fintech software and data management provider designed to accelerate sustainable investment in complex markets across project finance, structured finance, and private credit. 

Gone are the days of tediously populating Excel sheets and endlessly trading emails—T-REX bridges the gap between asset originators and investors, eliminating manual processes and acting as a single source of truth in a deal.

Our platform combines SaaS technology and big data management to deliver a centralized experience for deal modeling, risk analysis, performance tracking, and reporting. We’re filling a critical technology need by digitizing and standardizing data, and automating workflow across the lifecycle of complex deals. 

Join T-REX as we unlock liquidity across alternative financial markets, responsibly and sustainably with the transformative power of fintech.

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Customer Support Team Lead

The Customer Support Team Lead leads the team of Customer Support Specialists (CSS) to ensure that clients and users receive assistance with the technical, functional and / or analytical aspects of the T-REX products or services. The Customer Support Team Lead will be responsible for maximizing customer retention, driving user engagement and facilitating deep and wide usage of T-REX for our clients. The Customer Support Team Lead will be responsible for driving superior customer support to clients through policies, procedures, operational excellence and setting of goals. The Customer Support Team Lead will be up-to-date on industry products and trends, and train staff accordingly. 

You will be responsible for developing, building, and managing the Customer Support division primarily consisting of Customer Support Specialists. You will be expected to build and nurture teams and individuals that will support the long term goals of the company. Your day to day will include:

• Resolving User support queries 
• Quarterly Client/User proactive outreach
• Client/User updates including product enhancements, client impacting bugs, operational updates, and system wide issues and outages
• Increase users and individual usage
• Ensure product “stickiness”
• Identify client growth and expansion opportunities
• Provide guidance, support and mentoring to Customer Support Specialists and ensure they are empowered to successfully perform their role
• Maintain a training plan for new and existing team members, and ensure employees are trained
• Provide team members with paths for professional growth
• Work with HR to ensure the recruitment of new team members that will help preserve the Client Success and T-REX culture and practices and that will flourish within it
• Define division-level goals & objectives and help employees work towards them
• Drive process improvements, both internally and externally 
• Develop, integrate and implement the Customer Support platform implementation and all necessary improvements 
• Continually improve the T-REX Knowledgebase including managing the client facing content and delivery 
• Build out and manage all inbound client communication channels including email, phone, and chat systems

Requirements

Why work at T-REX?

Here at T-REX, we believe in engineering smarter technology to serve our clients, partners, and the planet. Our team members have varied backgrounds and expertise, ranging from structured finance to data science, and beyond. We’re united by our entrepreneurial spirit and fondness for blue dinosaur GIFs. At T-REX, we’re happy to provide a flexible, hybrid work schedule, fully subsidized health care premiums, paid family leave, commuter benefits, continued education stipends, and corporate retreats. We enjoy getting together for book club, fantasy football, and weekly happy hours. We have quite a good thing going…the only thing we’re missing? You!

T-REX Hiring:

The salary range for this role in New York is $75,000 - $90,000. Your final base salary will be determined based on several factors which may include but are not limited to location, work experience, skillset, education and/or certifications. 

At T-REX, we are committed to equal employment opportunity regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression. We are proud of our diversity and strive to reflect the society we are a part of. T-REX is a team of people who love to put in good work and build genuine relationships.

T-REX operates a hybrid office model where team members have the flexibility to work from home two days a week. Team members are fully vaccinated unless they have an approved medical or religious exemption.