Director of Customer Support

Cascading
San Francisco
Workplace: OnsiteFull timeUSD 165,000 - 230,000 annuallyFunction: Customer Support (Service Desk)Skills: ["AI","Automation","Workflow design","Customer support","Training","Leadership","Communication","Data-driven decision making"]

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.

This position is no longer accepting applications.

  • See live roles at Cascading
  • Search all live jobs
  • Browse companies, collections, and locations hiring now
Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa

This position is no longer accepting applications.

See live roles at CascadingSearch all live jobsBrowse companies, collections, and locations hiring now

Cascading
Cascading
4 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: 5 hours agoStatus: Closed

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
WebsiteLinkedIn