New

Director of Customer Support

Remote, USA

interface.ai is the industry's-leading specialized AI provider for banks and credit unions, serving over 100 financial institutions. The company's integrated AI platform offers a unified banking experience through voice, chat, and employee-assisting solutions, enhanced by cutting-edge proprietary Generative AI.

Our mission is clear: to transform the banking experience so every consumer enjoys hyper-personalized, secure, and seamless interactions, while improving operational efficiencies and driving revenue growth.

interface.ai offers pre-trained, domain-specific AI solutions that are easy to integrate, scale, and manage, both in-branch and online. Combining this with deep industry expertise, interface.ai is the AI solution for banks and credit unions that want to deliver exceptional experiences and stay at the forefront of AI innovation.

We are looking for a Director of Customer Support to lead and scale our support function as we serve mission-critical use cases across the financial services landscape. In this role, you’ll be responsible for defining and executing the support strategy that aligns with our product vision, customer expectations, and operational scale—ensuring our clients experience exceptional reliability and responsiveness at every interaction.

What You Will Do


Leadership & Strategy

  • Architect and scale a tiered global support organization capable of addressing both technical and functional inquiries from financial institutions with varying levels of complexity.
  • Establish and govern SLAs/SLOs tailored for mission-critical scenarios such as model inference delays, core banking sync failures, and API instability—ensuring institutional trust and business continuity.
  • Define a future-ready support strategy that leverages AI-driven automation alongside human expertise to deliver proactive, high-reliability support across customer segments. Operational Excellence
  • Own the evolution of support tooling and infrastructure, ensuring systems scale with growth and enable precision, speed, and visibility across the support lifecycle.
  • Develop and manage dashboards and OKRs to monitor key performance metrics including CSAT, First Contact Resolution (FCR), Time to Resolution, and Deflection Rates—establishing a culture of measurement and accountability.
  • Integrate intelligent automation into workflows, leveraging AI/ML to auto-triage issues by model behavior, client segment, integration type, or severity—streamlining responses while improving customer outcomes.


Cross-Functional Alignment

  • Act as the connective tissue between Support, Product, and Engineering—managing live incidents, prioritizing bug escalations, and influencing roadmap decisions to improve platform reliability and resilience.
  • Establish formalized feedback loops from customer support data and patterns to Product—turning reactive service moments into proactive platform improvements.
  • Collaborate with Customer Success and Implementation to ensure seamless transitions post-launch and align ongoing support with long-term customer goals.


Client Engagement & Escalation

  • Lead strategic incident management for enterprise clients—especially in high-risk domains such as lending, onboarding/KYC, and compliance—ensuring transparency, urgency, and stakeholder alignment.
  • Represent the voice of Support in QBRs and executive engagements, translating technical resolution performance into business value and reinforcing confidence with CXO-level stakeholders.
  • Foster executive trust by consistently demonstrating ownership, empathy, and a deep understanding of both the client’s operating environment and regulatory context.


What You Bring

  • 8+ years of experience in customer support, technical support, or service delivery roles—preferably in SaaS, FinTech, or enterprise technology.
  • Proven experience leading support teams for mission-critical software, ideally in banking or regulated environments.
  • Deep familiarity with support operations metrics, incident management protocols, and tooling ecosystems.
  • Strong understanding of AI/ML-enabled platforms and how to use automation to scale support impact.
  • Excellent problem-solving and escalation management skills, with a calm, structured approach to high-pressure situations.
  • Executive communication skills and ability to engage directly with senior stakeholders at client institutions.

Compensation

  • Base compensation is expected to be between $145,000- $178,000. Exact compensation may vary based on skills and location.

What We Offer

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

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.

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Interface AI’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.