VP of Product Support
About Monstro
Monstro is the operating system for governed financial intelligence. We build governance and intelligence infrastructure that enables artificial intelligence to operate safely, explainably, and at institutional scale.
We exist because the level of financial guidance historically available to a small group should be accessible to many more people. By combining AI with deep institutional infrastructure, we help financial institutions deliver more personalized, responsible, and life-changing financial support to millions of individuals.
We’re building mission-critical systems in a highly regulated domain, and we care deeply about doing it right. If you’re motivated by meaningful problems, high standards, and shaping infrastructure that improves financial outcomes, you’ll feel at home here.
About the Role
Monstro is hiring a founding VP of Product Support to own the client experience from the moment a bank goes live - ensuring that as clients begin using the product, they receive the right level of service, their issues are resolved with speed and precision, and Monstro's platform performs at the standard a multibillion-dollar financial institution requires.
This is a deeply cross-functional role that sits at the center of the business, not the edge. The VP of Product Support works across engineering, legal, finance, and product to ensure every dimension of the bank's needs is met, and builds the SLAs, playbooks, and operational infrastructure that allow Monstro to scale without rebuilding from scratch for every new client.
We’re looking for someone who has done this before. Our ideal candidate has built a support function from scratch inside a company delivering complex software into regulated enterprise clients, understands the operational and contractual weight of institutional SLA commitments, and is energized by the challenge of building the standard rather than inheriting one.
What makes Monstro uniquely demanding is that the software delivered to the bank does not stop at the institution's walls - it is the platform through which that bank serves millions of its own clients. The support function this person builds must account for that scale, that reach, and the layers of accountability that come with it.
Why This Role Matters
Every Monstro deployment is a complex integration touching a bank's technology infrastructure, operational processes, compliance requirements, and stakeholders across IT, risk, and operations. For a financial institution, an SLA breach is not an inconvenience - it is a contractual and reputational event.
Each implementation requires a senior point of contact who understands Monstro's product in depth and equally understands how banks operate - their SLA obligations, regulatory environment, and the standards they hold every vendor to. The VP of Product Support is that person: an elevated leader who can speak to both sides with fluency, resolve issues before they escalate, and give institutional clients confidence that Monstro will perform at the level they require.
This role is also responsible for the operational infrastructure that allows Monstro to scale. Building the procedures, escalation frameworks, and support architecture from the ground up means every subsequent deployment is faster, cleaner, and more reliable than the last.
What You'll Do
Build the Support Function from Scratch
- Design Monstro's end-to-end support model: first-line triage, escalation paths, handoff protocols to engineering, and SLA governance frameworks
- Define the operational coverage model - onshore, nearshore, offshore - and what 24x7 support looks like as Monstro scales across geographies
- Document every procedure and escalation protocol from day one
Own Institutional Client Operations
- Serve as Monstro's operational counterpart to bank clients, owning SLA performance, KPI reporting, and accountability when something goes wrong
- Lead quarterly business reviews with bank operations and compliance teams - rigorous performance reviews against agreed commitments, not relationship check-ins
- Manage critical escalations directly
Be the Bridge Between Client and Engineering
- Build and manage the triage chain that protects engineering bandwidth and keeps escalations structured and contextualized
- Translate client-side operational issues into clear inputs for product and engineering, serving as the authoritative internal voice of client operations
- Work with engineering to define the monitoring and logging infrastructure needed to support institutional SLAs at scale
Scale the Function as Monstro Grows
- Begin hands-on through the first deployments and build toward leading a team as Monstro scales to multiple banks and geographies
- Design the international support model from day one, accounting for US clients, potential Gulf expansion, time zones, and staffing coverage
- Build processes and support model that the next client can be onboarded into without rebuilding from scratch
What Success Looks Like
- Banks go live with a complete, documented support model - SLAs defined, triage procedures in place, escalation paths clear
- Engineering is not a first-line support function - escalations arrive structured, triaged, and with context
- Monstro's support infrastructure is able to absorb institutional clients without needing to reinvent itself
- The nearshore/offshore coverage model is designed and ready to staff
- Institutional clients experience Monstro's operational performance as a competitive advantage, not a risk to manage
What We're Looking For
- 10+ years in technical support, client operations, or platform operations, with meaningful time at the VP or Director level building or leading a support function
- Experience on the vendor side delivering software or SaaS infrastructure into large enterprise clients - financial institutions, telecoms, or similarly regulated, SLA-driven environments strongly preferred
- Deep familiarity with what enterprise SLA commitments require operationally: triage frameworks, escalation procedures, performance reporting, and governance
- Technical fluency sufficient to manage escalations credibly and translate accurately between client and engineering
- Banking or fintech background, directly or through a vendor that sold into banks, with a strong understanding of how regulated institutions think, audit, and hold vendors accountable
- Experience designing or managing international and distributed support teams - onshore, nearshore, offshore
- Familiarity with AI or data-driven platforms is a strong plus
- Willingness to travel - Monstro's clients span multiple geographies and this role requires in-person presence
- Calm, precise communicator equally effective in a formal QBR with a bank's senior leadership and a technical escalation with engineering
Why Monstro?
- Ownership & Impact: Shape the future of AI-powered finance - building a category-defining product used by consumers and institutions around the world.
- Elite Team: Join a team with leadership that has a track record of scaling companies from early stage to major exits.
- Principles-Driven Culture: Work in a culture that values speed, ownership, and impact - what most companies achieve in 90 days, we do in 45.
- Comprehensive Compensation Package: Competitive salary, equity, and robust benefits package, including paid health, vision, dental, and disability coverage.
Base Compensation Range for New York City: $259,000 - $291,000
*The posted range reflects the base salary for this role across the market ranges for each location. Final compensation will depend on a variety of factors, including experience, skills, internal leveling, and market conditions, and will be offered within the stated range in accordance with applicable pay transparency laws.
Ready to Build With Us?
If you’re excited to contribute to a high-bar team building something meaningful, we love to hear from you!
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