Head of Customer Support
Lead customer support and onboarding operations for a fintech compliance platform. Build tiered support, SLAs, onboarding playbooks, and scale a team while partnering closely with founders and engineering.
About the job
What you will own
1. Customer onboarding
- Own time to first verification as a primary company metric
- Design and run the end to end onboarding journey from contract signed to live in production
- Build integration enablement motions for technical and non technical customers
- Create clean handoff rituals from sales to onboarding to support
- Ship onboarding playbooks that scale across SMB, mid market, and enterprise
2. Customer support
- Build a tiered support model with crisp SLAs, escalation paths, and on call rotations
- Stand up a knowledge base and self serve layer that deflects routine questions
- Use AI aggressively to reduce ticket volume and first response time
- Partner with engineering on customer impacting incidents and on call discipline
3. Support operations and escalation management
- Own tier-1 through tier-3 support triage and resolution across the customer base
- Build and refine escalation playbooks, incident response protocols, and postmortem processes
- Define and instrument SLA performance metrics across all customer tiers
- Create a structured voice of customer loop back to product and engineering
4. Operations org and culture
- Build and scale a team across onboarding, support, and technical support
- Set the bar for operational quality, clarity, and velocity
- Create strong rituals around reviews, escalations, retros, and feedback loops
- Partner tightly with Product, Engineering, Sales, and Compliance
5. Founder level partnership
- Act as a thought partner to the founders on customer strategy and scale
- Join key customer calls, enterprise escalations, and critical support incidents
- Influence support tooling, staffing models, and service tier definitions
- Represent operations credibly with customers, partners, and investors
Who you are
You likely have:
- 10 plus years in customer operations, customer support, or technical operations leadership
- Experience scaling ops at a Series A to Series C B2B SaaS or fintech company
- Track record building onboarding or support functions from scratch
- Experience with technical products, API integrations, and enterprise customers
- Comfort operating with ambiguity, speed, and high ownership
- A strong bias toward action over decks
Bonus:
- Compliance, KYB, KYC, fraud, payments, or regtech background
- Experience across global customer bases including LATAM, Africa, SEA, and MENA
- You have deployed AI tooling in your ops org and have strong opinions on where it works
- Experience building or running a 24/7 or follow-the-sun support operation
- Familiarity with support tooling such as Zendesk, Intercom, or Linear
You are:
- Able to go from messy signal to playbook to shipped process
- Comfortable saying no and explaining why
- Respected by engineers because you understand systems
- Energized by hard problems and real world impact
- Excited to build in a fast moving, founder led environment
Skills
Zendesk, Intercom, Linear, API Integrations, Saas Operations, Fintech Operations, Kyc, Kyb, AML, Fraud Detection
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