Head of Customer Support

The Role: We are hiring our first Head of Customer Support. This is a true builder role. Initially, you will: Own the entire Customer Support and collections functions Design the systemsBuild the processes Implement the technology Directly manage customer inquiries Hire and scale the support team Transition from player‑coach to full leader Build a world‑class, AI‑first support organization This is not a corporate management role. This is a hands‑on startup leadership role. You will report directly to the executive team and work closely with Product, Compliance, Engineering, and Marketing. Build Customer Support From the Ground UpArchitect and optimize Zendesk Design workflows, automations, routing logic, and macros Build SLAs, support KPIs, and reporting dashboards Create documentation and internal knowledge systems Establish quality assurance processes Create PCI / compliance rule sets You will define how Customer Support operates at Collectors Card. Own the Inquiries (Initially) Respond directly to customer tickets (email/chat) Coordinate with risk and compliance on disputes Identify recurring friction points Create process improvements in real time We want someone who embraces this phase, not someone who views it as beneath them. Implement an AI‑First Support Strategy Implement AI‑driven ticket triage Deploy chatbots and self‑service tools Build a knowledge base that reduces inbound tickets Continuously optimize support efficiency The goal is to scale intelligently, not linearly. Scale the TeamHire and train support agents Develop team leads Create performance management systemsBuild a culture of accountability and ownership Maintain high CSAT as we grow You must have experience scaling teams and services. Operate Cross‑Functionally Surface product issues to Engineering Work with Risk on chargebacks and disputes Assist Marketing with customer communications Help refine onboarding flows Contribute to process improvements outside Support You should be comfortable wearing multiple hats in a fast‑moving startup.

Who You Are: Required 5+ years in Customer Support leadership Experience building and scaling support teams Deep Zendesk experience (configuration, automation, integrations) Experience in startup or high‑growth environments Strong operational and analytical mindset Comfortable being both strategist and frontline operator Bias toward action and problem‑solving Strongly Preferred Fintech, payments, or credit card support experience Experience handling disputes or regulated environmentsAI and automation implementation experience Remote team management experience Familiarity with the collectibles industry

Bonus Points: Built a support function from 0 to 1Experience in both fintech and enthusiast communities Experience in compliance‑heavy environments

What Success Looks Like: Within 6–12 months you will have: Built a scalable Zendesk infrastructure Implemented meaningful automation to reduce ticket load Established strong CSAT and response time benchmarks Hired your first support team members Positioned Customer Support as a strategic asset Health, dental, and vision coverage Flexible PTOEligible for equity issuances for year‑end bonuses and promotions Opportunity to build a foundational function at a fintech startup Why This Role Matters In fintech, trust is everything. Customer Support at Collectors Card is not a cost center, it is a revenue generator and core part of our brand and long‑term success. We are looking for a leader who is willing to build, operate, scale, and evolve with the company. The first rewards card built for collectors. Collectors Card is a financial technology company, not a bank. This card is issued by partner bank pursuant to a license from Mastercard. All cards are subject to credit approval.