Director of Customer Support

Casca • San Francisco, CA

2d

About The Position

Casca is seeking a Director of Customer Support to establish and lead the support function for their bank customers. This founding leadership role involves designing the support organization from the ground up, setting customer interaction standards, and ensuring customers feel supported. The role requires a hands-on approach, including handling escalations, developing processes, hiring a team, and collaborating with Product, Engineering, and Implementation. A key aspect is designing automated workflows and AI-native systems to deliver high-quality support efficiently. The target customers are loan officers, credit analysts, and banking executives at financial institutions.

Requirements

• 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

Nice To Haves

• Experience in banking, lending, or financial services

Responsibilities

• 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

Benefits

• Competitive Compensation: Includes salary, benefits, and potential equity in a fast-growing startup.
• Professional Growth: Access to resources and mentorship to expand your skill set, influence strategy, and accelerate your career.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed