Key Responsibilities:

Leadership & Team Excellence:

- Lead and develop a high-performing technical support organization, fostering a culture of ownership, accountability, and proactive problem-solving.

Customer Advocacy & Experience:

- Champion customer advocacy by translating Voice of Customer insights, trends, and impact into prioritized actions for Product and Engineering.

- Continuously improve resolution speed, quality, and overall customer experience.

Operational Excellence & Problem Management:

- Drive reduction in recurring defects through structured root cause analysis and data-driven insights, ensuring long-term fixes over reactive support.

- Establish scalable processes to enhance efficiency, service quality, and consistency.

Cross-functional Collaboration:

- Partner closely with Engineering and Product teams, leveraging a strong understanding of development workflows, trade-offs, and prioritization frameworks to influence roadmaps and outcomes.

Automation & AI Enablement:

- Drive adoption of automation, AI, and workflow optimization to improve support efficiency, reduce manual effort, and enhance service quality.

Platform Reliability & Connectivity:

- Improve connectivity success rates and platform stability by identifying systemic issues and implementing sustainable solutions.

- Build automation frameworks to enhance operational scalability.

- Regulatory Alignment & Governance

- Ensure operations align with US financial regulatory expectations, maintaining high standards of compliance, accuracy, and customer trust.

Core Responsibilities:

Team Leadership & Performance:

- Lead, coach, and develop a high-performing multi-channel support team

- Establish clear OKRs, KPIs, and performance benchmarks aligned to company growth and reliability goals

- Drive a culture of ownership, accountability, and continuous improvement

- Conduct structured performance reviews, skill development plans, and coaching cycles

- Build workforce planning and capacity forecasting models to support growth

Customer Experience & Operations:

- Own end-to-end support operations across chat, email, and other digital channels

- Ensure SLA adherence, high-quality resolution, and strong first-contact resolution rates

- Improve and maintain key metrics including CSAT, NPS, resolution time, backlog health, and cost per ticket

- Identify recurring customer issues and proactively address systemic root causes

- Translate recurring incidents into structured problem statements for engineering teams

Automation & AI Enablement:

- Champion automation to reduce manual workload and improve response times

- Identify opportunities to leverage AI tools (chatbots, auto-routing, sentiment analysis, self-service, knowledge bases, etc.)

- Partner with engineering and product teams to design and implement scalable support tooling architecture

- Continuously evaluate and optimize support tools and workflows

- Measure automation impact (deflection rate, time saved, cost efficiency, SLA improvement)

- Connectivity Success & Platform Reliability

- Partner with SRE, Product & Engineering to improve and monitor connectivity success rate metrics

- Analyze support data to identify patterns in API failures, data sync issues, latency, or third-party integration disruptions

- Correlate ticket volume spikes with connectivity or performance degradation

- Drive initiatives that improve Connection stability, API success rate, Data refresh success rate, Time-to-recovery during incidents

- Ensure customer-facing communication during outages is proactive, transparent, and aligned with CX and Sales

- Success in this role will be measured not only by ticket resolution metrics, but by measurable improvement in platform reliability and connectivity performance.

- Customer & US Financial Ecosystem Stewardship

- This leader represents customer trust within a regulated financial environment

- Serve as a disciplined voice of the customer in cross-functional decision-making

- Ensure support communication reflects regulatory awareness and financial literacy

- Partner with Compliance and Risk to maintain adherence to US financial regulations

- Elevate ecosystem-level risks (bank connectivity disruptions, aggregation failures, financial data flow issues)Protect brand credibility through precise, transparent, and compliant communication

- Operational rigor directly supports trust within the broader US financial services ecosystem

Cross-Functional Partnership:

- Partner closely with CX and Sales to understand customer friction points, onboarding challenges, and revenue-impacting escalations

- Work with SRE (Site Reliability Engineering) to monitor incident patterns, service degradation, and uptime trends

- Collaborate with Product Engineering to convert recurring tickets into backlog items and systemic fixes

- Act as the voice of the customer by sharing insights and build a structured feedback loop with internal stakeholders

- Support new product launches by ensuring support readiness, training, and documentation

- Participate in post-incident reviews and drive corrective and preventive actions

- Track and report resolution effectiveness (recurrence rate, time to permanent fix, incident reduction trends)

- Process Improvement, Analytics & Reporting

- Design, document, and optimize support processes and SOPs

- Build dashboards tracking operational health, reliability metrics, and connectivity success

- Use data and analytics to monitor performance and drive decision-making

Job Requirement:

- 13+ years in technical support, customer operations, or technical service delivery, preferably in fintech, SaaS, or technology-driven environments

- 4+ years of experience managing and scaling technical support teams

- Strong understanding of customer support tools (CRM, ticketing systems, chat platforms)

- Familiarity with fintech products, payments, banking, lending, or financial regulations

- Strong understanding of APIs, integrations, reliability metrics, and incident management workflows

- Experience partnering with SRE and Product Engineering teams on incident management and root cause resolution

- Strong analytical mindset with experience using dashboards and performance metrics

- Proven experience driving process improvements and operational efficiency

- High ownership orientation with structured problem-solving ability