Director of Customer Support

Job description

WHY CASCA? Casca is building AGI for banking. We’re replacing decades-old legacy systems with AI-native technology that automates 90% of the manual work humans once had to do. ABOUT THE ROLE We’re looking for a Director of Customer Support to build and lead the support function that keeps our bank customers successful on the Casca platform. This is a founding leadership role: you’ll design the support org from the ground up, set the standard for how we interact with our customers, and ensure every banker who uses Casca feels like they have a world-class partner behind them. Our customers are loan officers, credit analysts, and banking executives at some of the country’s most respected financial institutions. They’re trusting Casca to replace mission-critical legacy systems—so excellent, responsive, and knowledgeable support isn’t just nice to have. It’s the foundation of our business. This is a hands-on role. You’ll personally handle escalations, build processes, hire your initial team, and work cross-functionally with Product, Engineering, and Implementation to close the loop on customer feedback. You’ll report to the COO. A core part of this role is designing automated workflows and communication systems that let us deliver fast, consistent, high-quality support without scaling headcount linearly. We’re an AI company—we expect our support function to be AI-native too. WHAT YOU’LL DO - Build the customer support function from scratch—define the team structure, tools, SLAs, escalation paths, and knowledge base - Hire, train, and lead a high-performing support team as we scale from dozens to hundreds of bank customers - Own the end-to-end customer support experience across all channels (email, chat, phone, and in-product) - Establish and track key support metrics (CSAT, first response time, resolution time, ticket deflection) and use them to drive continuous improvement - Personally handle complex escalations and VIP customer issues, especially in the early days - Build self-service resources—help center, FAQs, in-app guidance—that reduce ticket volume and empower customers - Develop deep domain expertise in commercial lending, SBA programs, and banking operations to provide consultative support - Evaluate and implement support tooling (helpdesk, chatbot, AI-assisted triage) that scales with the business - Design and automate support workflows—ticket routing, status updates, SLA alerts, and follow-up sequences—so the team spends time on problems, not process - Build automated customer communication touchpoints (proactive health checks, incident notifications, etc.) that keep customers informed without manual effort - Leverage AI and automation to handle high-volume, low-complexity requests (password resets, status inquiries, documentation lookups) and free up the team for consultative, high-value interactions WHAT WE’RE LOOKING FOR - 8–10 years of experience in customer support or technical support, with at least 5 years managing a team - Experience building or significantly scaling a support function at a B2B SaaS or fintech company - Deep empathy for customers and a genuine obsession with delivering an exceptional support experience - Comfort operating in a fast-paced, ambiguous startup environment—you build the playbook, not follow one - Strong written and verbal communication skills; you can de-escalate a frustrated banking executive and write a clear process doc with equal ease - Analytical mindset—you use data to prioritize, make decisions, and measure the impact of your work - Technical aptitude: you can learn complex product workflows quickly and explain them clearly to non-technical users - Experience designing automated workflows and communication sequences using tools like Zapier, n8n, or native helpdesk automation - Bonus: experience in banking, lending, or financial services WHAT YOU'LL GET: - Impact & Ownership: A unique opportunity to shape the future of banking through AI, owning end-to-end product initiatives. - Collaborative Environment: Work alongside a talented and passionate team that values continuous improvement and knowledge sharing. - Competitive Compensation: Includes salary, benefits, and potential equity in a fast-growing startup. - Professional Growth: Access to resources and mentorship to expand your skill set, influence strategy, and accelerate your career. - Culture of Innovation: We encourage risk-taking, learning from failures, and pushing the boundaries of what’s possible in fintech. As an early-stage company building at the frontier of AI, we work with high intensity and commitment. While schedules can vary by role/team, many weeks will demand extra focus, flexibility and time particularly during major launches and high impact sprints. We're seeking those who are aligned to and able to commit to that expectation.