Director of Customer Support
Leads building and scaling customer support for AI banking platform, handling escalations, hiring team, implementing AI-native workflows and tools to ensure banker success and high CSAT. Requires 8+ years support experience with 5+ in management at B2B SaaS/fintech.
About the job
What You’ll Do
- Build the customer support function from scratch—define the team structure, tools, SLAs, escalation paths, and knowledge base
- Hire, train, and lead a high-performing support team as we scale from dozens to hundreds of bank customers
- Own the end-to-end customer support experience across all channels (email, chat, phone, and in-product)
- Establish and track key support metrics (CSAT, first response time, resolution time, ticket deflection) and use them to drive continuous improvement
- Personally handle complex escalations and VIP customer issues, especially in the early days
- Build self-service resources—help center, FAQs, in-app guidance—that reduce ticket volume and empower customers
- Develop deep domain expertise in commercial lending, SBA programs, and banking operations to provide consultative support
- Evaluate and implement support tooling (helpdesk, chatbot, AI-assisted triage) that scales with the business
- Design and automate support workflows—ticket routing, status updates, SLA alerts, and follow-up sequences—so the team spends time on problems, not process
- Build automated customer communication touchpoints (proactive health checks, incident notifications, etc.) that keep customers informed without manual effort
- Leverage AI and automation to handle high-volume, low-complexity requests (password resets, status inquiries, documentation lookups) and free up the team for consultative, high-value interactions
What We’re Looking For
- 8–10 years of experience in customer support or technical support, with at least 5 years managing a team
- Experience building or significantly scaling a support function at a B2B SaaS or fintech company
- Deep empathy for customers and a genuine obsession with delivering an exceptional support experience
- Comfort operating in a fast-paced, ambiguous startup environment—you build the playbook, not follow one
- Strong written and verbal communication skills; you can de-escalate a frustrated banking executive and write a clear process doc with equal ease
- Analytical mindset—you use data to prioritize, make decisions, and measure the impact of your work
- Technical aptitude: you can learn complex product workflows quickly and explain them clearly to non-technical users
- Experience designing automated workflows and communication sequences using tools like Zapier, n8n, or native helpdesk automation
Bonus: experience in banking, lending, or financial services
Skills
Zendesk, Intercom, Freshdesk, Zapier, n8n, Chatbots, Ai Triage, Sla Management, Ticket Routing, Knowledge Base, Csat, Helpdesk Automation
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