# Director of Customer Support

**Company:** [Casca](https://hotfix.jobs/companies/casca)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $165k – $230k/yr
**Experience:** 8+ years
**Skills:** Zendesk, Intercom, Freshdesk, Zapier, n8n, Chatbots, Ai Triage, Sla Management, Ticket Routing, Knowledge Base, Csat, Helpdesk Automation
**Posted:** 2026-04-29

> 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.

## Job Description

## 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

## Similar roles

- [Director of Customer Success](https://hotfix.jobs/jobs/8c1a3d94-7497-44ea-be71-6d18f51bd728) - Rilla - New York, NY - $160k – $200k/yr
- [Director of Customer Success](https://hotfix.jobs/jobs/9b7476aa-56b5-473b-be92-104048feb1fd) - Narmi - Remote - $160k – $180k/yr
- [Director, Clinical Success](https://hotfix.jobs/jobs/227cfccb-139d-461a-a10e-f74d411fde9e) - Inspiren - Remote - $175k – $185k/yr
- [Customer Success Director](https://hotfix.jobs/jobs/994f6735-ecbe-4981-bcb8-0f4935db5e75) - Confido Legal - New York, NY - $180k – $220k/yr
- [Head of Customer Success](https://hotfix.jobs/jobs/e00588dc-d461-4fc1-b5d9-c77f56e51692) - Parallel Systems - Los Angeles, CA - $180k – $200k/yr

**Apply:** https://hotfix.jobs/jobs/6373425f-7b8d-4409-907f-7a9b17294e8a
**Canonical:** https://hotfix.jobs/jobs/6373425f-7b8d-4409-907f-7a9b17294e8a