Head of Support and Payment Operations

What You’ll Do:

• Own the performance of a global Customer Support organization (~50 people including BPO) serving tens of thousands of customers
• Define and execute an AI-first support strategy, embedding AI deeply into workflows to improve both customer experience and efficiency
• Drive step-function improvements in support operations, including tooling, processes, staffing model, and performance management

What You Bring:

• 8-10+ years of relevant operating experience at high-growth organizations
• Led and scaled customer-facing or operational teams in high-growth, fast-paced environments, including managing through managers
• Demonstrated the ability to transform a function or system, not just manage existing processes

Who You Are:

• You are an operator at your core—you don’t just set direction, you execute and drive outcomes
• You have a track record of owning and transforming complex, customer-facing functions, especially in ambiguous or fast-changing environments
• You think in systems—able to diagnose problems, identify root causes, and redesign workflows for scale and efficiency