Head of Customer Support

- Turn a growing customer base into a world class operational machine

- Operate at founder level depth across onboarding, support, and escalations

- Scale operational thinking across teams, regions, and customer tiers

- 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

- 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

- 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

- 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

- 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

- Support SLAs are defined, instrumented, and hit consistently

- First response time and resolution time trend down quarter over quarter

- Customers describe onboarding and support as a reason they stay

- Product and engineering get a clean, trusted feedback signal from the field

- The team ships with strong ownership and clarity without founder involvement in daily ops

We are looking for someone who is opinionated, sharp, and relentlessly customer driven.

- 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

- 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

- Able to go from messy signal to playbook to shipped process

- Excited to build in a fast moving, founder led environment