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Director of Customer Support

Casca
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Hybrid (San Francisco)Full-timePosted 3mo ago

About the role

Director of Customer Support at Casca, a fast-growing fintech startup building AI-native banking solutions. Founding leadership role responsible for designing and leading the support function from scratch, ensuring world-class service for bank customers and integrating AI-native workflows to scale support.

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
  • 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

Qualifications

  • 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

Skills

Required:Customer support leadershipProcess design and automationData-driven decision making

Benefits

  • 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.
Last updated Aug 26, 2026. Interested? Apply on the company site.
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About Casca

Make Banking Magical

Casca is an AI-native platform transforming small business lending by enabling banks and lenders to originate 10x more loans with 90% less manual effort. Our solutions streamline the entire loan process—from customizable application forms and secure applicant portals to AI-powered assistants, automated document collection, KYB checks, and underwriting. We’ve found product market fit and are scaling our team very quickly. Small businesses are the heart of the American economy. Many banks shy away from providing funding because of the manual effort in pursuing those deals. With us, that changes. We unlock affordable, quick bank funding for the 30M+ small businesses in the US who would otherwise be subject to the high interest rates from predatory online lenders. We are a world-class team of banking & AI experts from Stanford, MIT & Y Combinator. We like to win and we know that the only thing between us and the title is our own ability to improve every day.

artificial-intelligenceconversational-bankingfintechmachine-learningfinance
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