Head of Customer Support

AiPrise•San Jose, CA

1d•Onsite

About The Position

AiPrise is building the global compliance operating system for modern fintechs, marketplaces, banks, and platforms. We are trusted by leading financial institutions and process millions of onboarding decisions across KYC, KYB, AML, fraud, and monitoring. We are past figuring out product market fit. We are now scaling complex, global customer operations at speed. Every new customer we onboard is a high stakes, high complexity lift. Compliance teams are trusting us with their core regulatory workflows. Time to onboard is our north star, and operations is where that is won or lost. 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, and obsess over clarity, velocity, and customer outcomes. This is a builder, leader, and support-first role.

Requirements

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

Nice To Haves

Compliance, KYB, KYC, fraud, payments, or regtech background
Experience across global customer bases including LATAM, Africa, SEA, and MENA
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

Responsibilities

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
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
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
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
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