Cascading

3 months ago

Director of Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead the design and execution of Casca’s AI-native customer support organization for banking customers. Build the function from the ground up, define structure, tools, SLAs and escalation paths, hire and coach a high-performing team, own multi-channel support, and drive continuous improvement with data-driven metrics.

Location: San Francisco

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•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

Pay and Benefits

Salary: USD 165,000 - 230,000 annually

Equity and Bonus:Equity

Perks:EquityAnnual BonusHealth Insurance401k

Key Requirements

•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

Experience:FintechBankingSaaS

Skills:AIAutomationWorkflow designCustomer supportTrainingLeadershipCommunicationData-driven decision making

Tech Stack:ZapierN8nAIHelpdeskChatbotTriage

Company Brief

Cascading

Cascading (Casca) builds an AI-native loan origination platform that automates document collection, underwriting tasks, and customer interactions to help banks and lenders accelerate small-business and commercial lending.

Industry: Lending

Company Size: Small (11 to 50 employees)

Growth: Growth Stage Startup

Funding: Series A

Headquarters: San Francisco, United States

Founded: 2023

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Cascading

3 months ago

Director of Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: San Francisco

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•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

Pay and Benefits

Salary: USD 165,000 - 230,000 annually

Equity and Bonus:Equity

Perks:EquityAnnual BonusHealth Insurance401k

Key Requirements

•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

Experience:FintechBankingSaaS

Skills:AIAutomationWorkflow designCustomer supportTrainingLeadershipCommunicationData-driven decision making

Tech Stack:ZapierN8nAIHelpdeskChatbotTriage

Company Brief

Cascading

Industry: Lending

Company Size: Small (11 to 50 employees)

Growth: Growth Stage Startup

Funding: Series A

Headquarters: San Francisco, United States

Founded: 2023

Website LinkedIn