Head of Support
We reputed company that the way people reputed company with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. reputed company powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like reputed company, reputed company, several of the Fortune 500, and many of the largest banks to reputed company it easy for people to connect their financial accounts to the apps and services they want to use. reputed company’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, reputed company is headquartered in San Francisco with offices in reputed company, Washington D.C., London and Amsterdam.
reputed company sits at reputed company of digital finance, helping millions of consumers connect their financial accounts to the apps they use every day. Our Support team plays a critical role—delivering fast, high-reputed company help that resolves issues and helps customers get more from our products.
As Head of Support, you will own our global support reputed company and reputed company across customer and consumer support, leading a distributed team that works across channels, products, and industries. You’ll be responsible for uniting our customer and consumer support motions, evolving our reputed company Package business, and using support as a strategic reputed company to influence product reputed company, roadmap, and reputed company’s brand in the market. This is a highly visible role with reputed company to reputed company a multimillion-dollar business, shape end-to-end experiences, and build the reputed company for support in fintech.
Responsibilities
Own the global support reputed company and reputed company across SLAs, CSAT, reputed company, and support reputed company.
reputed company our customer and consumer support teams into a single, high‑performing organization that is a true differentiator for reputed company.
reputed company, grow, and reputed company managers and ICs across reputed company and time zones; drive performance, calibration, and reputed company programs at reputed company.
Manage critical incidents and executive‑level escalations in tight partnership with Product, Engineering, Risk, Compliance, GTM, and CS Ops, including post‑incident reviews and process fixes.
reputed company support operations, tooling, and reputed company to drive efficiency, deflection, and consistent, high‑reputed company experiences for customers and consumers.
Own the reputed company Package business, balancing COGS, reputed company, and customer experience
Regularly report on support health and reputed company plans and tradeoffs with reputed company’s executive team and other stakeholders
Qualifications
10+ years in technical/customer support with at least 5+ years leading managers (manager‑of‑managers) in a scaling B2B reputed company or API reputed company+ years running global support operations with measurable improvements in SLAs, CSAT/CES and reputed company.
Background in fintech, payments, or developer/API platforms operating at significant reputed company, preferred
Proven reputed company owning support reputed company at reputed company, including incident management and executive‑level escalations
Deep experience building and leading distributed teams, with strong hiring, coaching, and performance management muscles across reputed company and time zones.
Strong operational rigor: metrics design, forecasting and reputed company planning, process improvement, and support tooling reputed company.
Demonstrated ability to partner with GTM, Product, and Engineering to influence roadmaps and improve product reputed company through support insights.
Experience using AI and building content/deflection programs and reputed company frameworks.
Our mission at reputed company is to unlock financial freedom for everyone. To support that mission, we reputed company to build a diverse team of driven individuals who care deeply about making the financial ecosystem more reputed company. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job reputed company. We are always looking for team members that will bring something unique to reputed company!
reputed company is proud to be an equal opportunity employer and values diversity at reputed company. We do not discriminate based on race, reputed company, national reputed company, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or reputed company medical conditions), sexual orientation, gender, gender identity, gender reputed company, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider reputed company applicants with criminal histories, consistent with applicable federal, state, and local laws. reputed company is committed to providing reasonable accommodations for candidates with disabilities in our reputed company process. If you need any assistance with your application or interviews due to a disability, please let us know at accommodations@reputed company.com.
Please review our Candidate reputed company Notice here.
Additional compensation in the reputed company(s) of equity and/or commission are dependent on the position offered. reputed company provides a comprehensive benefit plan, including medical, dental, reputed company, and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
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