Director of Customer Support

We are looking for a Director of Customer Support to lead and scale our support function as we serve mission-critical use cases across the financial services landscape. In this role, you’ll be responsible for defining and executing the support strategy that aligns with our product vision, customer expectations, and operational scale—ensuring our clients experience exceptional reliability and responsiveness at every interaction.

Leadership & Strategy

• Architect and scale a tiered global support organization capable of addressing both technical and functional inquiries from financial institutions with varying levels of complexity.
• Establish and govern SLAs/SLOs tailored for mission-critical scenarios such as model inference delays, core banking sync failures, and API instability—ensuring institutional trust and business continuity.
• Define a future-ready support strategy that leverages AI-driven automation alongside human expertise to deliver proactive, high-reliability support across customer segments. Operational Excellence
• Own the evolution of support tooling and infrastructure, ensuring systems scale with growth and enable precision, speed, and visibility across the support lifecycle.
• Develop and manage dashboards and OKRs to monitor key performance metrics including CSAT, First Contact Resolution (FCR), Time to Resolution, and Deflection Rates—establishing a culture of measurement and accountability.
• Integrate intelligent automation into workflows, leveraging AI/ML to auto-triage issues by model behavior, client segment, integration type, or severity—streamlining responses while improving customer outcomes.

Cross-Functional Alignment

• Act as the connective tissue between Support, Product, and Engineering—managing live incidents, prioritizing bug escalations, and influencing roadmap decisions to improve platform reliability and resilience.
• Establish formalized feedback loops from customer support data and patterns to Product—turning reactive service moments into proactive platform improvements.
• Collaborate with Customer Success and Implementation to ensure seamless transitions post-launch and align ongoing support with long-term customer goals.

Client Engagement & Escalation

• Lead strategic incident management for enterprise clients—especially in high-risk domains such as lending, onboarding/KYC, and compliance—ensuring transparency, urgency, and stakeholder alignment.
• Represent the voice of Support in QBRs and executive engagements, translating technical resolution performance into business value and reinforcing confidence with CXO-level stakeholders.
• Foster executive trust by consistently demonstrating ownership, empathy, and a deep understanding of both the client’s operating environment and regulatory context.

• 8+ years of experience in customer support, technical support, or service delivery roles—preferably in SaaS, FinTech, or enterprise technology.
• Proven experience leading support teams for mission-critical software, ideally in banking or regulated environments.
• Deep familiarity with support operations metrics, incident management protocols, and tooling ecosystems.
• Strong understanding of AI/ML-enabled platforms and how to use automation to scale support impact.
• Excellent problem-solving and escalation management skills, with a calm, structured approach to high-pressure situations.
• Executive communication skills and ability to engage directly with senior stakeholders at client institutions.
• Skill in using prompt engineering techniques to enhance productivity, drive efficiency, and decision-making with generative AI tools.

• Base compensation is expected to be between $145,000- $178,000. Exact compensation may vary based on skills and location.