Head of Customer Support

Job Summary

To build and lead customer support across a diverse partner ecosystem, the full-time Head of Customer Support will manage partner escalations, define support models, and implement AI-powered tooling, all while working remotely in the US.

Key responsibilities

• Field partner escalations and manage the end-to-end support function
• Design and document the support model, including scope boundaries and knowledge base
• Implement a BPO strategy to scale support operations and optimize AI automation

Required qualifications

• Proven experience in managing customer support at scale, preferably in a tech or financial services environment
• Strong understanding of AI-powered customer experience tools and their implementation
• Experience in building and managing outsourced support teams
• Ability to navigate regulatory requirements in financial services
• Demonstrated success in developing documentation for diverse audiences