Director of Customer Support

We're looking for a Director of Customer Support to build and lead the support function that keeps our bank customers successful on the Casca platform. This is a founding leadership role: you'll design the support org from the ground up, set the standard for how we interact with our customers, and ensure every banker who uses Casca feels like they have a world-class partner behind them.

Our customers are loan officers, credit analysts, and banking executives at some of the country's most respected financial institutions. They're trusting Casca to replace mission-critical legacy systems-so excellent, responsive, and knowledgeable support isn't just nice to have. It's the foundation of our business.

This is a hands-on role. You'll personally handle escalations, build processes, hire your initial team, and work cross-functionally with Product, Engineering, and Implementation to close the loop on customer feedback. You'll report to the COO.

A core part of this role is designing automated workflows and communication systems that let us deliver fast, consistent, high-quality support without scaling headcount linearly. We're an AI company-we expect our support function to be AI-native too.

- Build the customer support function from scratch-define the team structure, tools, SLAs, escalation paths, and knowledge base

- Hire, train, and lead a high-performing support team as we scale from dozens to hundreds of bank customers

- Own the end-to-end customer support experience across all channels (email, chat, phone, and in-product)

- Establish and track key support metrics (CSAT, first response time, resolution time, ticket deflection) and use them to drive continuous improvement

- Personally handle complex escalations and VIP customer issues, especially in the early days

- Build self-service resources-help center, FAQs, in-app guidance-that reduce ticket volume and empower customers

- Develop deep domain expertise in commercial lending, SBA programs, and banking operations to provide consultative support

- Evaluate and implement support tooling (helpdesk, chatbot, AI-assisted triage) that scales with the business

- Design and automate support workflows-ticket routing, status updates, SLA alerts, and follow-up sequences-so the team spends time on problems, not process

- Build automated customer communication touchpoints (proactive health checks, incident notifications, etc.) that keep customers informed without manual effort

- Leverage AI and automation to handle high-volume, low-complexity requests (password resets, status inquiries, documentation lookups) and free up the team for consultative, high-value interactions

- 8-10 years of experience in customer support or technical support, with at least 5 years managing a team

- Experience building or significantly scaling a support function at a B2B SaaS or fintech company

- Deep empathy for customers and a genuine obsession with delivering an exceptional support experience

- Comfort operating in a fast-paced, ambiguous startup environment-you build the playbook, not follow one

- Strong written and verbal communication skills; you can de-escalate a frustrated banking executive and write a clear process doc with equal ease

- Analytical mindset-you use data to prioritize, make decisions, and measure the impact of your work

- Technical aptitude: you can learn complex product workflows quickly and explain them clearly to non-technical users

- Experience designing automated workflows and communication sequences using tools like Zapier, n8n, or native helpdesk automation

- Bonus: experience in banking, lending, or financial services