Director of Customer Support

interface.ai; San Jose (CA); Remote; USD 145,000 - 178,000; Full time

Job summary

An innovative firm is seeking a Director of Customer Support to lead a global support team dedicated to transforming the banking experience. This role involves architecting a tiered support organization, establishing SLAs for mission-critical scenarios, and integrating AI-driven automation to enhance service delivery. The ideal candidate will have extensive experience in customer support, particularly in regulated environments like banking, and possess strong leadership and communication skills. Join a forward-thinking company that values diversity and is committed to delivering exceptional customer experiences through cutting-edge AI solutions.

Benefits

Remote-First Policy

Medical/Dental/Vision Insurance

PTO & Holidays

Life Insurance

Qualifications

• 8+ years in customer support or service delivery roles, preferably in SaaS or FinTech.
• Experience leading support teams for mission-critical software in regulated environments.

Responsibilities

• Lead and scale global support organization for financial institutions.
• Define and execute support strategy ensuring reliability and responsiveness.

Skills

Customer support experience

Technical support

Incident management

AI/ML understanding

Problem-solving skills

Executive communication

Education

Bachelor's degree

Master's degree (preferable)

Tools

Support operations metrics tools

Incident management protocols

Job description

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interface.ai is the industry's-leading specialized AI provider for banks and credit unions, serving over 100 financial institutions. The company's integrated AI platform offers a unified banking experience through voice, chat, and employee-assisting solutions, enhanced by cutting-edge proprietary Generative AI.

Our mission is clear: to transform the banking experience so every consumer enjoys hyper-personalized, secure, and seamless interactions, while improving operational efficiencies and driving revenue growth.

interface.ai offers pre-trained, domain-specific AI solutions that are easy to integrate, scale, and manage, both in-branch and online. Combining this with deep industry expertise, interface.ai is the AI solution for banks and credit unions that want to deliver exceptional experiences and stay at the forefront of AI innovation.

We are looking for a Director of Customer Support to lead and scale our support function as we serve mission-critical use cases across the financial services landscape. In this role, you'll be responsible for defining and executing the support strategy that aligns with our product vision, customer expectations, and operational scale—ensuring our clients experience exceptional reliability and responsiveness at every interaction.

What You Will Do

Leadership & Strategy

• Architect and scale a tiered global support organization capable of addressing both technical and functional inquiries from financial institutions with varying levels of complexity.
• Establish and govern SLAs/SLOs tailored for mission-critical scenarios such as model inference delays, core banking sync failures, and API instability—ensuring institutional trust and business continuity.
• Define a future-ready support strategy that leverages AI-driven automation alongside human expertise to deliver proactive, high-reliability support across customer segments.
• Own the evolution of support tooling and infrastructure, ensuring systems scale with growth and enable precision, speed, and visibility across the support lifecycle.
• Develop and manage dashboards and OKRs to monitor key performance metrics including CSAT, First Contact Resolution (FCR), Time to Resolution, and Deflection Rates—establishing a culture of measurement and accountability.
• Integrate intelligent automation into workflows, leveraging AI/ML to auto-triage issues by model behavior, client segment, integration type, or severity—streamlining responses while improving customer outcomes.

Cross-Functional Alignment

• Act as the connective tissue between Support, Product, and Engineering—managing live incidents, prioritizing bug escalations, and influencing roadmap decisions to improve platform reliability and resilience.
• Establish formalized feedback loops from customer support data and patterns to Product—turning reactive service moments into proactive platform improvements.
• Collaborate with Customer Success and Implementation to ensure seamless transitions post-launch and align ongoing support with long-term customer goals.

Client Engagement & Escalation

• Lead strategic incident management for enterprise clients—especially in high-risk domains such as lending, onboarding/KYC, and compliance—ensuring transparency, urgency, and stakeholder alignment.
• Represent the voice of Support in QBRs and executive engagements, translating technical resolution performance into business value and reinforcing confidence with CXO-level stakeholders.
• Foster executive trust by consistently demonstrating ownership, empathy, and a deep understanding of both the client's operating environment and regulatory context.

What You Bring

• 8+ years of experience in customer support, technical support, or service delivery roles—preferably in SaaS, FinTech, or enterprise technology.
• Proven experience leading support teams for mission-critical software, ideally in banking or regulated environments.
• Deep familiarity with support operations metrics, incident management protocols, and tooling ecosystems.
• Strong understanding of AI/ML-enabled platforms and how to use automation to scale support impact.
• Excellent problem-solving and escalation management skills, with a calm, structured approach to high-pressure situations.
• Executive communication skills and ability to engage directly with senior stakeholders at client institutions.

Compensation

• Base compensation is expected to be between $145,000- $178,000. Exact compensation may vary based on skills and location.

What We Offer

• Remote-First Policy
• Medical/Dental/Vision Insurance
• PTO & Holidays
• Life Insurance

At interface.ai, we are committed to providing an inclusive and welcoming environment for all employees and applicants. We celebrate diversity and believe it is critical to our success as a company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender identity, gender expression, sexual orientation, marital status, veteran status, disability status, or any other legally protected status. All employment decisions at Interface.ai are based on business needs, job requirements, and individual qualifications. We strive to create a culture that values and respects each person's unique perspective and contributions. We encourage all qualified individuals to apply for employment opportunities with Interface.ai and are committed to ensuring that our hiring process is inclusive and accessible.