VP of Product Support

Monstro•New York, NY

1d•$259,000 - $291,000•Remote

About The Position

Monstro is seeking a founding VP of Product Support to oversee the client experience from the point of bank go-live. This role ensures clients receive appropriate service, issues are resolved efficiently, and Monstro's platform meets the high standards required by multibillion-dollar financial institutions. It's a central, cross-functional position involving engineering, legal, finance, and product. The VP will establish SLAs, playbooks, and operational infrastructure for scalable growth. The ideal candidate has prior experience building a support function for complex software delivered to regulated enterprise clients, understands institutional SLA commitments, and thrives on building standards from the ground up. The software's reach, serving millions of end-clients through the bank, adds a unique layer of complexity and accountability to this support role. This role is critical because every Monstro deployment is a complex integration affecting a bank's technology, operations, compliance, and stakeholders. SLA breaches have significant contractual and reputational consequences for financial institutions. The VP of Product Support acts as the senior point of contact, possessing deep product knowledge and an understanding of bank operations, including SLA obligations, regulatory environments, and vendor standards. This leader will bridge communication between Monstro and institutional clients, proactively resolve issues, and assure clients of Monstro's performance. Furthermore, this role is responsible for building the operational infrastructure that enables Monstro's scalability, ensuring subsequent deployments are faster, cleaner, and more reliable.

Requirements

10+ years in technical support, client operations, or platform operations, with significant experience at the VP or Director level building or leading a support function.
Experience on the vendor side delivering software or SaaS infrastructure into large enterprise clients, preferably in financial institutions, telecoms, or similarly regulated, SLA-driven environments.
Deep familiarity with the operational requirements of enterprise SLA commitments, including triage frameworks, escalation procedures, performance reporting, and governance.
Sufficient technical fluency to manage escalations credibly and translate accurately between client and engineering.
Banking or fintech background, either directly or through a vendor selling into banks, with a strong understanding of how regulated institutions operate, audit, and hold vendors accountable.
Experience designing or managing international and distributed support teams (onshore, nearshore, offshore).
Willingness to travel, as Monstro's clients span multiple geographies and this role requires in-person presence.
Calm, precise communication skills, effective in formal QBRs with senior leadership and technical escalations with engineering.

Nice To Haves

Familiarity with AI or data-driven platforms is a strong plus.

Responsibilities

Build the Support Function from Scratch: Design Monstro's end-to-end support model, including first-line triage, escalation paths, handoff protocols to engineering, and SLA governance frameworks.
Define the operational coverage model (onshore, nearshore, offshore) and establish 24x7 support procedures for scaling across geographies.
Document all procedures and escalation protocols from the outset.
Own Institutional Client Operations: Act as Monstro's operational counterpart to bank clients, managing SLA performance, KPI reporting, and accountability.
Lead quarterly business reviews with bank operations and compliance teams, focusing on performance against agreed commitments.
Manage critical escalations directly.
Be the Bridge Between Client and Engineering: Build and manage the triage chain to protect engineering bandwidth and ensure structured, contextualized escalations.
Translate client-side operational issues into clear inputs for product and engineering, serving as the authoritative internal voice of client operations.
Collaborate with engineering to define the necessary monitoring and logging infrastructure to support institutional SLAs at scale.
Scale the Function as Monstro Grows: Initially be hands-on with early deployments and build a team as Monstro expands to multiple banks and geographies.
Design the international support model from day one, considering US clients, potential Gulf expansion, time zones, and staffing coverage.
Develop processes and a support model that allows for efficient onboarding of future clients without requiring a complete rebuild.