Director of Customer Support
PayStand
At Paystand, we’re not just another fintech company—we’re trailblazers in decentralized finance (DeFi), transforming how businesses manage their finances. With thriving hubs in Santa Cruz, San Francisco, Austin, Minneapolis, Mexico City, Hermosillo, and Guadalajara, we’re leading a global revolution in financial systems. Recognized on the Inc. 5000 list for five consecutive years, we’re among the fastest-growing companies reshaping the future of finance.
Our Expanding Ecosystem: Paystand isn’t just a company—it’s a growing global network. With the strategic acquisitions of Teampay, a leader in spend management, and Yaydoo, a top AR and AP platform in Latin America, we’re building an expansive ecosystem designed to revolutionize financial operations and fuel business growth worldwide.
Why Paystand?
What We Do: By harnessing the power of blockchain technology, we digitize receivables, automate financial processes, reduce time-to-cash, lower transaction costs, and unlock new revenue streams for businesses.
Why We Do It: We’re driven by a mission to revolutionize digital payments and decentralize finance, creating a more open, inclusive, and transparent financial ecosystem, starting with B2B payments.
How We Do It: As change-makers in the DeFi movement, we don’t just follow trends—we set them. If you’re passionate about shaping the future of fintech and eager to redefine what financial technology should look like, Paystand is the place where you can make a significant impact.
Join Us: Be part of something bigger. Join Paystand and help us lead the financial revolution.
Director of Customer Support
Own Support. Stabilize performance. Build for scale.
Paystand is building a modern Customer Operations engine designed to deliver consistent, high-quality outcomes in a complex environment. Customer Support is the frontline of that system.
We’re hiring a Director of Customer Support to take full ownership of execution, restore predictability, and build the operational foundation required to scale.
This is a hands-on, fix-it leadership role. You’ll operate autonomously, partner closely with the VP of Operations, and turn priorities into durable systems and strong frontline leadership.
What You’ll Be Accountable For
Make Support Work — Consistently and at Scale
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Stabilize day-to-day operations: queues, backlog, SLAs, throughput
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Establish operating rhythms and execution discipline
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Raise the bar on response quality, judgment, and communication
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Lead incident response and escalations with urgency and clarity
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Build durable processes, tooling, and reporting
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Reduce dependency on heroics and executive intervention
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Develop strong managers and leadership depth
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Drive tight cross-functional execution with Product, Engineering, and CS
Success means fixing today while deliberately building a Support organization that runs predictably without constant oversight.
What You’ll Do
Support Operations
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Own daily execution and performance
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Enforce workflow hygiene and reporting accuracy
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Identify systemic issues and drive follow-through
Quality & Customer Experience
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Set and enforce a high bar for diagnostic rigor and communication
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Operate QA and coaching frameworks
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Reduce repeat issues and avoidable support demand
Incidents & Escalations
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Lead Support’s execution during active incidents
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Coordinate cross-functionally with clarity and urgency
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Ensure documentation and corrective action
Systems & Tooling
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Own Support tooling, workflows, and adoption
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Use data to drive staffing and process decisions
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Partner on automation and AI enablement
Team Leadership
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Lead and develop Support Managers and senior ICs
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Set clear expectations for ownership and execution
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Build succession and reduce single-point dependency
What We’re Looking For
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6–10+ years in Customer Support or Support Operations
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3–5+ years leading managers and multi-tier teams
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Proven experience stabilizing and scaling high-volume Support orgs
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Strong operational judgment in ambiguous environments
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Experience leading incidents and escalations
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Hands-on with tooling and workflow design
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Systems thinker who builds processes that outlast individuals
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Direct, pragmatic communicator with high accountability
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Comfortable operating autonomously and owning outcomes
If you're passionate about driving change in the FinTech landscape and being part of a company that is shaping the future of digital payments, we invite you to explore opportunities with Paystand.
We understand that no candidate is perfectly qualified for any job. Experience manifests in diverse ways, skills are transferable, and passion is a powerful driver. Your journey and skills are unique, and we value the richness that diverse perspectives bring to our team.
More than a resume, we prioritize a genuine commitment, impactful contributions, and the ability to thrive in our dynamic, collaborative environment. We are enthusiastic about providing you with opportunities to learn and grow within this role. If your experience aligns closely with what we're seeking, we encourage you to apply.
We celebrate the belief that diversity in backgrounds and thoughts fuels better problem-solving and fosters more creative thinking. Our commitment to adding new perspectives to the team reflects our dedication to innovation and inclusivity.
Your journey is important to us, and we look forward to the possibility of welcoming you to our team at Paystand. Feel free to reach out; we can't wait to hear from you.
All roles are on-site only. Only English resumes will be considered.
#LI-Onsite