419 Customer Support jobs in Charlotte

Customer Support Engineer & Team Lead

Charlotte, North Carolina.

Who are we?

We're Pollinate - a fintech on a mission to help banks and small businesses thrive in a digital-first economy. Founded in 2017, we bring together the energy and flexibility of a high-growth scale-up with the backing of global financial institutions. Our cloud-based platform powers end-to-end merchant services for banks, combining payments and business banking into one seamless experience.

We're a close-knit team of designers, engineers, and financial services experts who care deeply about what we build and how we work together. We value curiosity, collaboration, and making things better every day. Whether you're technical, creative, or commercial, you'll find space here to do your best work, develop your skills, and be part of something meaningful. We're headquartered in London and expanding in the US - and we'd love for you to be part of the journey.

About the role

We are looking for a Customer Support Engineer & Team Lead to help build and lead our new customer support function in the USA. This role blends hands-on customer support with team leadership, offering a unique opportunity to shape how we serve our banking clients. You will guide a small team of support professionals while directly assisting customers with inquiries and requests, ensuring a high-quality service experience.

We value passion, curiosity, and a problem-solving mindset just as much as specific experience. If you're excited about this role but don't meet every requirement, we still encourage you to apply-we'd love to hear from you! We offer flexible working within a hybrid model, where team members split their working week between working from home and in the office.

Responsibilities

• Assist in recruiting, onboarding, and training new support team members.
• Provide mentorship and guidance to the support team, ensuring high service standards.
• Monitor team performance and key support metrics to identify areas for improvement.
• Serve as a primary escalation point for critical customer issues.
• Coordinate with global support teams to maintain consistent service quality across regions.
• Act as the first point of contact for banking customers, handling inquiries, requests, and minor technical issues.
• Troubleshoot and resolve customer issues related to our SaaS platform, escalating complex cases to the development team as needed.
• Document issues, solutions, and customer interactions in our customer support system.
• Collaborate with internal teams, including Application Management, Platform Engineering and Development, to ensure timely issue resolution.
• Provide proactive guidance and training to customers on best practices and platform features.
• Participate in the 24x7 On-Call rotation for major incidents.

• 5+ years of experience in customer support, technical support, or a similar role.
• 2+ years of experience leading or mentoring a support team (preferred).
• Excellent communication skills, with the ability to interact professionally with banking customers.
• Strong problem-solving skills with the ability to troubleshoot technical issues.
• Experience working in a SaaS or fintech environment is a plus.
• Familiarity with ticketing systems, knowledge bases, and support best practices.
• Ability to work independently in a fast-growing, dynamic environment.

• Experience with the ELK stack (Elastic Search, Logstash, Kibana)
• Experience with Docker, Kubernetes - AKS.
• Exposure to CI/CD.
• Experience with Azure stack.
• Experience with IaC, Terraform (preferred).
• Experience with data architecture patterns e.g. Kappa, Lambda architectures
• Experience with data streaming and ETL tooling, Data Bricks, Kafka, Hadoop
• Familiarity with Java and Open-Source ecosystem

• Benefits including 401k and health insurance.
• Access to career coaching, life coaching and therapy from our employee experience partners Plumm.
• Access to Engineering Learning & Development tool, Pluralsight.

2nd Level Customer Support Engineer

Charlotte, North Carolina.

Who are we?

We're Pollinate - a fintech on a mission to help banks and small businesses thrive in a digital-first economy. Founded in 2017, we bring together the energy and flexibility of a high-growth scale-up with the backing of global financial institutions. Our cloud-based platform powers end-to-end merchant services for banks, combining payments and business banking into one seamless experience.

We're a close-knit team of designers, engineers, and financial services experts who care deeply about what we build and how we work together. We value curiosity, collaboration, and making things better every day. Whether you're technical, creative, or commercial, you'll find space here to do your best work, develop your skills, and be part of something meaningful. We're headquartered in London and expanding in the US - and we'd love for you to be part of the journey.

About the role

We are seeking a Customer Support Engineer to join our expanding team and play a pivotal role in delivering exceptional support to our banking clients. Reporting to the Customer Support Team Lead, you will be the first point of contact for customer inquiries, troubleshooting issues, and ensuring a smooth support experience. You will work closely with internal teams to escalate complex cases while providing high-quality support to our customers.

We value curiosity, strong communication skills, and a problem-solving mindset over rigid qualifications. If you're excited about this role but don't meet every requirement, we encourage you to apply-we'd love to hear from you! We offer flexible working within a hybrid model, where team members split their working week between working from home and in the office.

Responsibilities

• Serve as the primary contact for banking customers, handling inquiries, service requests, and technical issues.
• Troubleshoot and resolve customer issues related to our SaaS platform, escalating complex cases to the appropriate internal teams.
• Accurately document issues, resolutions, and customer interactions within the support system.
• Provide proactive guidance and training to customers on best practices and platform features.
• Work collaboratively with internal teams, including Application Management and Development, to ensure timely and effective issue resolution.
• Assist in developing and maintaining support documentation and knowledge bases.
• Partake in 24/7 on-call as part of the global team for major incidents.

• 2+ years of experience in customer support, technical support, or a similar role.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills, with the ability to interact professionally with banking customers.
• Experience working in a SaaS or fintech environment is a plus.
• Familiarity with ticketing systems, knowledge bases, and support best practices.
• Ability to work independently and in a team-oriented, fast-paced environment.

• Experience with Docker, Kubernetes - AKS.
• Experience with scripting (Python, PowerShell, Bash)
• Experience with Azure Stack.
• Experience with IaC, Terraform (preferred).
• Experience with data architecture patterns e.g., Kappa, Lambda architectures
• Experience with data streaming and ETL tooling, Data Bricks, Kafka, Hadoop
• Exposure to CI/CD.
• Familiarity with Java and Open-Source ecosystem
• Knowledge of Monitoring and Alerting toolsets (ELK Stack)
• Understanding of ITIL processes would be an asset

• Benefits including 401k and health insurance.
• Access to career coaching, life coaching and therapy from our employee experience partners Plumm.
• Access to Engineering Learning & Development tool, Pluralsight.