Director, Customer Support

We’re looking for a systems-minded Director, Customer Support to lead the transformation of our support function in a high-growth fintech environment. This is a critical leadership role responsible for scaling customer support through automation, data, and a best-in-class digital experience. You’ll own the strategic roadmap, tooling, and execution to ensure users receive fast, intuitive, and high-quality support—powered by intelligent systems, not just headcount.

This role is ideal for a leader who thrives at the intersection of CX, technology, and operations—and who sees support as a platform for insights, efficiency, and loyalty.

This is a hybrid position based at our Plano, Texas headquarters, with in-office presence required Tuesday through Thursday each week

What You’ll Do:

• Design and implement a modern, AI-first support strategy that blends automation, self-service, and human escalation to drive user satisfaction and reduce costs
• Inspire and nurture a diverse team of Customer Support professionals, both exempt and non-exempt, fostering their growth and ensuring top-notch management practices.
• Provide oversight for offshore customer support operations, ensuring alignment with company standards and seamless integration with onshore teams
• Lead the development of a best-in-class chatbot experience across channels (chat and voice), ensuring high containment rates, natural language fluency, and seamless handoffs to human agents
• Own configuration, optimization, and performance tracking of AI chat tools such as Forethought, ADA, or similar platforms
• Build out robust, real-time support dashboards and data infrastructure that deliver visibility into ticket trends, pain points, and agent productivity across support channels
• Use automation platforms to streamline internal workflows, eliminate manual processes, and increase speed to resolution
• Optimize the support tech stack (e.g., Zendesk, QA platforms) for scalability, reliability, and integration across departments
• Lead global support operations including routing logic, workforce planning, escalation processes, and SLA governance
• Collaborate with Product, Engineering and Customer Success teams to build closed-loop systems for support-driven product feedback, root cause elimination, and feature adoption insights that improve product usability and reduce support volume
• Implement performance management and quality assurance standards that align with business goals and compliance needs
• Develop quality assurance processes that ensure consistent compliance, tone, and performance across all channels (chat, email, phone, in-app)
• Drive key metrics such as CSAT, FCR, resolution time, contact rate, and cost per ticket; deliver executive-level reporting and insights; share insights, identify trends, and project future outcomes based on metrics to inform strategic decisions
• Deliver clear, actionable reports to executive stakeholders, connecting support metrics to broader business performance
• Ability to pivot as business needs change, demonstrating flexibility and adaptability in a dynamic environment
• Collaborative leadership style that fosters teamwork and open communication across all levels of the organization
• Combine strengths of Customer Support strategy with hands-on execution as needed to ensure operational excellence
  
  

What You’ll Bring:

• Ability to work out of the Plano, TX office 3 days per week
• 10+ years of experience building and managing high performing B2B & B2C Customer Support teams in a multi-channel environment, including managing managers
• Proven track record of 10+ years in people leadership and development, inspiring teams to achieve their best while fostering a culture of accountability and growth
• 5+ years in a SaaS based organization with demonstrable achievements in end-user support that enables adoption and use of the software
• Experience in live channel support, including chat-based support, to help end users real-time while balancing average speed of answer and cost efficiency
• Hands-on experience with tools such as Zendesk, Intercom, Forethought, Ada, ChatGPT plugins, Zapier, and QA platforms like MaestroQA
• Proven ability to create and embody a raving fans culture that delights customers and employees in innovative ways.
• Ability to operate across multiple time zones and lead globally distributed teams
• Demonstrated ability to develop and maintain C-level relationships
• Proficiency working with globally distributed teams and remote engineering organizations, and driving successful outcomes across multiple time zones
  
  

At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-b, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future.

About Tapcheck:

Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.

The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they’ve earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances.

How We Get Things Done:

Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.

• Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.
• Grit: We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth.
• Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.
• Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company.
  
  

Why Join Tapcheck?

• Competitive base
• Flexible Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Match
  
  

Equal Employment Opportunity Policy

Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.