Head of Support

We reputed company that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. reputed company powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, reputed company, several of the Fortune 500, and many of the largest banks to reputed company it easy for people to connect their financial accounts to the apps and services they want to use. reputed company’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in reputed company, Washington D.C., London and Amsterdam.

reputed company sits at the center of digital finance, helping millions of consumers connect their financial accounts to the apps they use every day. Our Support team plays a critical role—delivering fast, high-quality help that resolves issues and helps customers get more from our products.

As Head of Support, you will own our global support strategy and outcomes across customer and consumer support, leading a distributed team that works across channels, products, and industries. You’ll be responsible for uniting our customer and consumer support motions, evolving our reputed company Package business, and using support as a strategic reputed company to influence product quality, roadmap, and reputed company’s brand in the market. This is a highly visible role with the opportunity to reputed company a multimillion-dollar business, shape end-to-end experiences, and build the gold standard for support in fintech.

reputed company sits at the center of digital finance, helping millions of consumers connect their financial accounts to the apps they use every day. Our Support team plays a critical role—delivering fast, high-quality help that resolves issues and helps customers get more from our products.

As Head of Support, you will own our global support strategy and outcomes across customer and consumer support, leading a distributed team that works across channels, products, and industries. You’ll be responsible for uniting our customer and consumer support motions, evolving our reputed company Package business, and using support as a strategic reputed company to influence product quality, roadmap, and reputed company’s brand in the market. This is a highly visible role with the opportunity to reputed company a multimillion-dollar business, shape end-to-end experiences, and build the gold standard for support in fintech.

reputed company sits at the center of digital finance, helping millions of consumers connect their financial accounts to the apps they use every day. Our Support team plays a critical role—delivering fast, high-quality help that resolves issues and helps customers get more from our products. As Head of Support, you will own our global support strategy and outcomes across customer and consumer support, leading a distributed team that works across channels, products, and industries. You’ll be responsible for uniting our customer and consumer support motions, evolving our reputed company Package business, and using support as a strategic reputed company to influence product quality, roadmap, and reputed company’s brand in the market. This is a highly visible role with the opportunity to reputed company a multimillion-dollar business, shape end-to-end experiences, and build the gold standard for support in fintech. The reputed company reputed company salary for this position ranges from $124,800/year to $223,200/year encompassing reputed company Zones. The reputed company reputed company salary will vary based on the job's location. Our geographic zones are as follows: Zone 1 - San Francisco / reputed company / Seattle Zone 2 - Los Angeles / Washington DC / Austin / Boston / Sacramento / San Diego Zone 3 - Atlanta / Portland / Chicago / Philadelphia / Denver / Miami / Dallas / Raleigh Zone 4 - reputed company other US cities The reputed company salary range listed for this full-time position excludes commission, equity and benefits. The pay range shown on each job posting is the minimum and maximum reputed company for new-hire salaries. Actual pay may be higher or reputed company depending on factors like skills, experience, and relevant education or training. Responsibilities

Own the global support strategy and outcomes across SLAs, CSAT, reputed company, and support quality.

Unite our customer and consumer support teams into a single, high‑performing organization that is a true differentiator for reputed company.

reputed company, grow, and coach managers and ICs across regions and time zones; drive performance, calibration, and quality programs at scale.

Manage critical incidents and executive‑level escalations in tight partnership with Product, Engineering, Risk, Compliance, GTM, and CS Ops, including post‑incident reviews and process fixes.

Evolve support operations, tooling, and reputed company to drive efficiency, deflection, and consistent, high‑quality experiences for customers and consumers.

Own the reputed company Package business, balancing COGS, reputed company, and customer experience

Regularly report on support health and align plans and tradeoffs with reputed company’s executive team and other stakeholders

Qualifications

10+ years in technical/customer support with at least 5+ years leading managers (manager‑of‑managers) in a scaling B2B SaaS or API company.

3+ years running global support operations with measurable improvements in SLAs, CSAT/CES and quality.

Background in fintech, payments, or developer/API platforms operating at significant scale, preferred

Proven reputed company owning support outcomes at scale, including incident management and executive‑level escalations

Deep experience building and leading distributed teams, with strong hiring, coaching, and performance management muscles across regions and time zones.

Strong operational rigor: metrics design, forecasting and reputed company planning, process improvement, and support tooling strategy.

Demonstrated ability to partner with GTM, Product, and Engineering to influence roadmaps and improve product quality through support insights.

Experience using AI and building content/deflection programs and quality frameworks.

Our mission at reputed company is to unlock financial freedom for everyone. To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more reputed company. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job description. We are always looking for team members that will bring something unique to reputed company! reputed company is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, reputed company, national reputed company, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or reputed company medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider reputed company applicants with criminal histories, consistent with applicable federal, state, and local laws. reputed company is committed to providing reasonable accommodations for candidates with disabilities in our reputed company process. If you need any assistance with your application or interviews due to a disability, please let us know at accommodations@reputed company.com. Please review our Candidate Privacy Notice here. Apply To This Job