Location: San Jose
Employment Type: Full time
Location Type: On-site
Department: Customer Support
Overview
Why this role exists
AiPrise is building the global compliance operating system for modern fintechs, marketplaces, banks, and platforms. We are trusted by leading financial institutions and process millions of onboarding decisions across KYC, KYB, AML, fraud, and monitoring.
We are past figuring out product market fit. We are now scaling complex, global customer operations at speed.
Every new customer we onboard is a high stakes, high complexity lift. Compliance teams are trusting us with their core regulatory workflows. Time to onboard is our north star, and operations is where that is won or lost.
We are looking for a Head of Customer Support who can:
Turn a growing customer base into a world class operational machine
Operate at founder level depth across onboarding, support, and escalations
Scale operational thinking across teams, regions, and customer tiers
Obsess over clarity, velocity, and customer outcomes
This is a builder, leader, and support-first role.
What you will own
1. Customer onboarding
Own time to first verification as a primary company metric
Design and run the end to end onboarding journey from contract signed to live in production
Build integration enablement motions for technical and non technical customers
Create clean handoff rituals from sales to onboarding to support
Ship onboarding playbooks that scale across SMB, mid market, and enterprise
2. Customer support
Build a tiered support model with crisp SLAs, escalation paths, and on call rotations
Stand up a knowledge base and self serve layer that deflects routine questions
Use AI aggressively to reduce ticket volume and first response time
Partner with engineering on customer impacting incidents and on call discipline
3. Support operations and escalation management
Own tier-1 through tier-3 support triage and resolution across the customer base
Build and refine escalation playbooks, incident response protocols, and postmortem processes
Define and instrument SLA performance metrics across all customer tiers
Create a structured voice of customer loop back to product and engineering
4. Operations org and culture
Build and scale a team across onboarding, support, and technical support
Set the bar for operational quality, clarity, and velocity
Create strong rituals around reviews, escalations, retros, and feedback loops
Partner tightly with Product, Engineering, Sales, and Compliance
5. Founder level partnership
Act as a thought partner to the founders on customer strategy and scale
Join key customer calls, enterprise escalations, and critical support incidents
Influence support tooling, staffing models, and service tier definitions
Represent operations credibly with customers, partners, and investors
What success looks like in 12 to 18 months
Median time to onboard is cut by at least half
Support SLAs are defined, instrumented, and hit consistently
First response time and resolution time trend down quarter over quarter
Customers describe onboarding and support as a reason they stay
Product and engineering get a clean, trusted feedback signal from the field
The team ships with strong ownership and clarity without founder involvement in daily ops
Who you are
We are looking for someone who is opinionated, sharp, and relentlessly customer driven.
You likely have:
10 plus years in customer operations, customer support, or technical operations leadership
Experience scaling ops at a Series A to Series C B2B SaaS or fintech company
Track record building onboarding or support functions from scratch
Experience with technical products, API integrations, and enterprise customers
Comfort operating with ambiguity, speed, and high ownership
A strong bias toward action over decks
Bonus:
Compliance, KYB, KYC, fraud, payments, or regtech background
Experience across global customer bases including LATAM, Africa, SEA, and MENA
You have deployed AI tooling in your ops org and have strong opinions on where it works
Experience building or running a 24/7 or follow-the-sun support operation
Familiarity with support tooling such as Zendesk, Intercom, or Linear
You are:
Able to go from messy signal to playbook to shipped process
Comfortable saying no and explaining why
Respected by engineers because you understand systems
Energized by hard problems and real world impact
Excited to build in a fast moving, founder led environment
Why AiPrise
Category defining problem in global trust and compliance
Real scale with millions of checks and global coverage
AI native from the ground up
Strong revenue growth and enterprise traction
Founders who are deeply product and engineering driven
Massive whitespace ahead