Director of Customer Support

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