Casca
Director of Customer Support
San Francisco · Director
Sponsorship not specifiedDetected 83 days ago
Customer SupportLeadershipCommunicationMentoring
About the role
- Our customers are loan officers, credit analysts, and banking executives at some of the country's most respected financial institutions.
Responsibilities
- Build the customer support function from scratch-define the team structure, tools, SLAs, escalation paths, and knowledge base
- 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
- 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
- Experience building or significantly scaling a support function at a B2B SaaS or fintech company
- As an early-stage company building at the frontier of AI, we work with high intensity and commitment.
Requirements
- 8-10 years of experience in customer support or technical support, with at least 5 years managing a team
- you can de-escalate a frustrated banking executive and write a clear process doc with equal ease
- Technical aptitude: you can learn complex product workflows quickly and explain them clearly to non-technical users
Nice to have
- experience in banking, lending, or financial services
- It's the foundation of our business.
- This is a hands-on role.
- You'll report to the COO.
Skills
- Experience designing automated workflows and communication sequences using tools like Zapier, n8n, or native helpdesk automation
- Access to resources and mentorship to expand your skill set, influence strategy, and accelerate your career.
Compensation
- Includes salary, benefits, and potential equity in a fast-growing startup.
Benefits
- Competitive Compensation: Includes salary, benefits, and potential equity in a fast-growing startup.
- Culture of Innovation: We encourage risk-taking, learning from failures, and pushing the boundaries of what's possible in fintech.
- Build automated customer communication touchpoints (proactive health checks, incident notifications, etc.) that keep customers informed without manual effort
Company info
- We encourage risk-taking, learning from failures, and pushing the boundaries of what's possible in fintech.
- While schedules can vary by role/team, many weeks will demand extra focus, flexibility and time particularly during major launches and high impact sprints.
- We're seeking those who are aligned to and able to commit to that expectation.
- Hire, train, and lead a high-performing support team as we scale from dozens to hundreds of bank customers
- Build self-service resources-help center, FAQs, in-app guidance-that reduce ticket volume and empower customers
- 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 listing is sourced directly from Casca's careers page and normalized into a canonical job model.