Director of Global Support

Interface.ai is a leading Conversational AI SaaS company focused on providing cutting-edge solutions to the financial services industry. We serve close to 100 financial institutions today. We are one of the fastest-growing AI + financial technology companies in the industry, and we have grown 1800% in the last one year and recently featured as one of the top 100 fastest-growing fintech companies in Silicon Valley. Our mission is to empower every financial institution to scale efficiently and help its customers achieve financial wellness.

Our core technology is built 100% in-house with several breakthroughs in Natural Language Understanding. Our parser is built based on zero-shot learning that helps us to launch industry-specific IVA that can achieve over 90% accuracy on Day-1. We are 160+ people strong with employees spread across India and US locations.

What you will do:

• Develop and implement a comprehensive global support strategy that aligns with the company's objectives and customer needs.
• Lead, mentor, and scale a high-performing global support team across multiple regions, ensuring they are equipped with the necessary skills and resources.
• Establish and monitor key performance indicators (KPIs) for the support function, including response times, customer satisfaction scores, and issue resolution rates.
• Collaborate with the product and engineering teams to identify and address recurring customer issues, contributing to product improvement and customer success.
• Manage and optimize support channels (email, chat, phone, social media) to ensure customers receive timely and effective assistance.
• Foster a customer-centric culture within the team, emphasizing the importance of proactive support and customer advocacy.
• Oversee the development and maintenance of support documentation, including FAQs, knowledge bases, and training materials.
• Negotiate and manage contracts with external support vendors and partners, ensuring they meet our service standards and cost objectives.
• Stay abreast of industry trends and best practices in customer support, incorporating innovative ideas and technologies to enhance service delivery.

What you bring:

• Minimum of 10 years experience in customer support or service roles, with at least 5 years in a leadership position managing global teams.
• Proven track record of developing and executing successful support strategies in a global context.
• Deep understanding of customer support technologies and platforms, including cloud platforms like AWS or Azure, ticketing tools, and communication software.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Flexibility to work across different time zones.
• Should have the ability to work with customers to troubleshoot and resolve complex software issues
• Have hired and trained support teams
• Built support Processes of 24/7 availability.
• Built dashboards and analytics for business review
• Built and enforced Incident Management systems

What We Offer

• 💻 Remote First Policy
• 🏥 Medical/Dental/Vision Insurance
• 🏝 PTO & Holidays
• ✨ Life Insurance

Base Pay Range: $150,000 - $180,000 estimated based on experience and location

At Interface.ai, we are committed to providing an inclusive and welcoming environment for all employees and applicants. We celebrate diversity and believe it is critical to our success as a company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender identity, gender expression, sexual orientation, marital status, veteran status, disability status, or any other legally protected status. All employment decisions at Interface.ai are based on business needs, job requirements, and individual qualifications. We strive to create a culture that values and respects each person's unique perspective and contributions. We encourage all qualified individuals to apply for employment opportunities with Interface.ai and are committed to ensuring that our hiring process is inclusive and accessible.