Head of Customer Support

AiPrise•San Jose, CA

2d•$175,000 - $225,000•Onsite

About The Position

AiPrise is building the global compliance operating system for modern fintechs, banks, and platforms, trusted by leading financial institutions to process millions of onboarding decisions across KYC, KYB, AML, fraud, and monitoring. The company is scaling complex, global customer operations at speed, and every new customer onboarding is a high-stakes, high-complexity lift. Compliance teams rely on AiPrise for their core regulatory workflows, making time to onboard a critical metric. This role is crucial for turning a growing customer base into a world-class operational machine, operating at a founder level across onboarding, support, and escalations, and scaling operational thinking across teams, regions, and customer tiers with a focus on clarity, velocity, and customer outcomes. This is a builder, leader, and support-first role.

Requirements

10+ 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.
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.

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.