Head of Customer Support

Ovii's Interpretation of the Role

Lead the end‑to‑end customer onboarding and support operation for a fast‑growing fintech platform. Own key metrics such as time‑to‑first verification, build tiered support models, and partner with product, engineering and founders to deliver world‑class customer outcomes.

Role Snapshot

• Head of Customer Support
• On‑site in San Jose
• Full‑time senior leadership
• Leads onboarding & support org
• Drives operational metrics

Must-Have Requirements

• Customer operations leadership
• Scaling support functions in SaaS/fintech
• Designing onboarding journeys
• Tiered support model with SLAs
• Technical product & API integration experience
• Enterprise customer management
• Scaling ops in fintech/B2B SaaS
• Building onboarding and support functions

Nice-to-Have Signals

• Compliance / KYB / KYC / fraud / payments / regtech knowledge
• Experience with global customer bases (LATAM, Africa, SEA, MENA)
• AI tooling deployment in support operations
• 24/7 or follow‑the‑sun support experience
• Familiarity with Zendesk, Intercom, Linear
• Compliance/regtech background
• Global customer experience
• AI tooling in ops
• 24/7 support operations

Work Setup

• Location: San Jose, United States
• Work mode: ONSITE
• Employment type: Full-Time

Eligibility Gates

• Visa sponsorship: unknown

What You'll Likely Work On

• Own and improve time‑to‑first verification as a core company metric
• Design and run the full onboarding lifecycle from contract to production
• Build a tiered support model with clear SLAs, escalation paths and on‑call rotations
• Create a knowledge base and self‑serve layer, leveraging AI to cut ticket volume and response time
• Lead tier‑1‑to‑tier‑3 triage, incident response and post‑mortem processes
• Define, instrument and report SLA performance across all customer tiers
• Scale and mentor a cross‑functional team covering onboarding, support and technical support
• Partner with product, engineering, sales and compliance to feed customer insights back into the product

Good Fit If You Have

• 10+ years leading customer operations or technical support teams
• Experience scaling ops at Series A‑C fintech or B2B SaaS companies
• Track record building onboarding or support functions from scratch
• Comfort with ambiguity, high velocity and founder‑level partnership