# Head of Customer Support

**Company:** [AiPrise](https://hotfix.jobs/companies/aiprise)
**Location:** San Jose, CA
**Role:** Customer Support
**Salary:** $175k – $225k/yr
**Experience:** 10+ years
**Skills:** Zendesk, Intercom, Linear, API Integrations, Saas Operations, Fintech Operations, Kyc, Kyb, AML, Fraud Detection
**Posted:** 2026-06-10

> 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.

## Job Description

## 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

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**Apply:** https://hotfix.jobs/jobs/6c0be266-add4-4864-b885-8a90f415fc4e
**Canonical:** https://hotfix.jobs/jobs/6c0be266-add4-4864-b885-8a90f415fc4e