Head of Customer Support

AiPrise

• $120K — $180K *

San Jose, CA 95123In-Person

Business Services

8 - 10 years of experience

More than 3 months ago

Job Overview by Ladders

Qualifications

10+ years in customer operations, customer support, or technical operations leadership
Experience scaling operations in Series A to C B2B SaaS or fintech companies
Proven success building onboarding or support functions from scratch
Familiarity with technical products, API integrations, and enterprise clients
Ability to operate in ambiguous and fast-paced situations with high ownership
Preference for action over extensive documentation

Responsibilities

Design and execute the complete customer onboarding journey
Establish a tiered support model with defined SLAs and escalation procedures
Create a self-service knowledge base to streamline customer inquiries
Implement AI solutions to enhance response times and ticket resolution
Manage and refine support operations and escalation processes
Build and nurture a high-performing team across various support functions
Collaborate with the founders on customer strategy and support improvements

Benefits

Opportunity to shape and scale customer support operations
Collaborative environment with founders and key stakeholders
Position in a fast-paced, founder-led company culture
Involvement in strategic decision-making for customer experience
Influence and drive significant operational improvements
Work in a diverse and inclusive team environment

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Full Job Description

Head of Customer Support

Location: San Jose

Employment Type: Full time

Location Type: On-site

Department: Customer Support

Overview
Why this role exists

We are looking for a Head of Customer Support who can:

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
Obsess over clarity, velocity, and customer outcomes

This is a builder, leader, and support-first role.

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

What success looks like in 12 to 18 months

Median time to onboard is cut by at least half
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

Who you are

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

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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* Ladders Estimates

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