Director of Customer Support

WHY CASCA?

Casca is building AGI for banking. We’re replacing decades-old legacy systems with AI-native technology that automates 90% of the manual work humans once had to do.

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.

WHAT YOU’LL DO

- Build the customer support function from scratch—define the team structure, tools, SLAs, escalation paths, and knowledge base

- Hire, train, and lead a high-performing support team as we scale from dozens to hundreds of bank customers

- Own the end-to-end customer support experience across all channels (email, chat, phone, and in-product)

- Establish and track key support metrics (CSAT, first response time, resolution time, ticket deflection) and use them to drive continuous improvement

- Personally handle complex escalations and VIP customer issues, especiall...