Head of Customer SupportLocation: San Jose
Employment Type: Full time
Location Type: On-site
Department: Customer Support
OverviewWhy this role existsWe 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 own1. 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 areWe 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
