Delivery & Support Lead
The Delivery and Support Lead helps ensure clients have an exceptional experience from onboarding through day-to-day production use. This role is a great fit for someone who enjoys problem-solving with customers, coordinating across teams, and growing into broader operational leadership.
You'll own key parts of delivery and support execution, help keep go-lives organized and predictable, and build the habits (process, communication, metrics) that make customer outcomes reliable and high quality.
This is a new position that will be based out of our New York office. We work in-person Tuesday, Wednesday & Thursday.
Opportunities to learn
- How to run structured client onboarding and go-live readiness, end to end
- How to translate customer needs into clear internal actions and follow-through
- How to operate calmly and clearly during incidents and escalations
- How to build support processes, runbooks, and feedback loops that scale
- How to use metrics to spot issues early and drive continuous improvement
Key Responsibilities
Delivery and Support Execution
- Help define and run the onboarding process for new clients, including plans, timelines, and clear entry/exit criteria.
- Track cross-team action items (Sales, Product, Engineering, Connectivity, Platform) and keep stakeholders aligned.
- Support early-stage client relationships during onboarding by surfacing issues, documenting decisions, and driving closure.
- Actively perform L1 support duties during growth period
- Train and mentor new L1 support hires
Customer Coordination and Communication
- Participate in recurring customer touchpoints (status updates, issue reviews, readiness checks).
- Write clear updates and summaries for both customers and internal teams.
- Help translate customer needs into concrete, prioritized work for internal teams.
Support Operations
- Follow and improve support processes, runbooks, and escalation paths.
- Help ensure incident handling and communications follow consistent standards.
- Partner with tooling owners (incident, support, project tracking) to keep workflows efficient and well-instrumented.
Customer Advocacy and Continuous Improvement
- Capture structured feedback and help route it into Product and Engineering backlogs.
- Support root-cause analysis on recurring or high-impact issues and track follow-up actions.
Metrics and Reporting
- Help define and maintain KPIs across delivery, onboarding, and support (e.g., time-to-onboard, SLA performance, incident volume and resolution time, NPS/CSAT).
- Create simple weekly reporting that highlights status, risks, and next steps.
Escalation and Risk Management
- Help manage customer escalations by coordinating the right responders and keeping communication clear.
- Identify risks early (timeline, integration readiness, operational gaps) and drive mitigation plans.
Requirements
- Experience in customer support.
- Strong organization and follow-through; comfortable tracking many moving parts.
- Experience working with Trading, Banking or related technology.
- Desire to lead teams, process, and execution by bringing structure, clarity, and follow-through to complex work.
- Clear written and verbal communication skills.
- Ability to work cross-functionally and keep stakeholders aligned.
- Comfort learning new tools and domains (trading/markets experience not required).
Preferred Qualifications
- Experience working at a SaaS or technology company.
- Experience in delivery, customer success, operations, or a similar customer-facing role.
- Familiarity with incident management, ticketing, monitoring/alerting, or runbooks.
- Interest in building processes and improving how teams operate.
- NYC-based
Benefits
Valstro offers an excellent benefits package, including pension or 401 (k) plans, unlimited PTO and highly competitive compensation. Our leadership team brings a wealth of experience and deep industry knowledge, and despite being a young company, we believe we have carefully dialed in our product-market fit.