Director of Customer Support

About the role

We're looking for a Director of Customer Support to build and lead the support function that keeps our bank customers successful on the Casca platform. This is a founding leadership role: you'll design the support org from the ground up, set the standard for how we interact with our customers, and ensure every banker who uses Casca feels like they have a world-class partner behind them. Our customers are loan officers, credit analysts, and banking executives at some of the country's most respected financial institutions. They're trusting Casca to replace mission-critical legacy systems-so excellent, responsive, and knowledgeable support isn't just nice to have. It's the foundation of our business. This is a hands-on role. You'll personally handle escalations, build processes, hire your initial team, and work cross-functionally with Product, Engineering, and Implementation to close the loop on customer feedback. You'll report to the COO. A core part of this role is designing automated workflows and communication systems that let us deliver fast, consistent, high-quality support without scaling headcount linearly. We're an AI company-we expect our support function to be AI-native too.