Senior Customer Support & Escalations Manager

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.

Mission

Design, launch and operate a 24 × 7, high‑availability support organization for Interface.ai’s mission‑critical Conversational & Agentic AI platform—ensuring financial‑grade reliability, world‑class customer experience, and flawless incident management as we scale to tens of millions in annual recurring revenue.

Key Responsibilities

• Architect and implement an omnichannel (phone, chat, email) support model with tier‑1 / tier‑2 / tier‑3 workflows and real‑time SLA dashboards.
• Own incident management: triage alerts, coordinate cross‑functional war rooms, drive root‑cause analysis (RCA) and publish post‑mortems.
• Select and administer support tooling (e.g., Zendesk/Intercom, PagerDuty/Opsgenie, Statuspage, Knowledge‑base) and automate alerts into Slack.
• Collaborate with Customer Success and Finance to resolve billing or collections‑related escalations and reduce dispute‑driven DSO.
• Recruit, onboard and coach the first cohort of support engineers / agents; establish SOPs, runbooks and ongoing training programs.
• Define and track support KPIs—First Response Time, MTTR, CSAT, NPS, SLA compliance—and present monthly Support Health reports to executives and investors.
• Ensure all processes meet SOC 2, GLBA, PCI‑DSS and other regulatory requirements for U.S. financial institutions.
• Act as Voice of Customer, surfacing systemic issues and usability insights to Product & Engineering roadmaps.
• Continuously improve documentation, self‑service content, and AI‑powered support bots to deflect low‑complexity tickets.

Requirements

• 7 + years in B2B SaaS or fintech customer support with at least 3 years as the senior‑most on‑call leader or support manager.
• Proven track record building a support organization from the ground up in a high‑availability, regulated environment.
• Hands‑on expertise with ticketing systems (e.g., Zendesk, Intercom), monitoring & paging tools (PagerDuty, Opsgenie) and knowledge‑base platforms.
• Deep understanding of ITIL / incident management best practices and root‑cause analysis methodologies.
• Familiarity with financial‑services compliance frameworks (SOC 2, GLBA, PCI‑DSS) and secure data‑handling standards.
• Data‑driven mindset with strong analytical skills; ability to translate metrics into actionable insights.
• Exceptional communication skills for executive, customer and engineering stakeholders; calm under pressure.
• Experience leading or participating in on‑call rotations across multiple time zones.
• Proficiency in applying prompt engineering with AI chatbots/co-pilots to deflect tickets, auto-generate knowledge-base articles, and speed RCA/post-mortem documentation while boosting support-agent productivity.

Compensation

• Base Salary: USD 130 000 – 160 000 (dependent on experience and geography) + Bonus. Exact compensation may vary based on skills and location.

Benefits

• Health: medical, dental, and vision insurance and wellbeing resources and programs
• Time away: Public holidays and discretionary PTO package for flexible days off with manager approval
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave
• Development: Access to internal professional development resources.

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.