Head of Customer Support

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