Director of Customer Support

Advisor360° is a leading B2B fintech platform delivering seamless, sophisticated solutions to the wealth management industry. Our enterprise SaaS platform powers advisor productivity and helps our clients realize more value, faster—with a premium product and service model that sets us apart.

We’re looking for a transformative Director of Customer Support to lead the next chapter of our Support organization. In this high-impact leadership role, you’ll own and evolve our multi-tiered support structure, managing existing Level 2 and Premium Support teams while designing and building a world-class Level 1 function from the ground up.

This is a unique opportunity to reimagine how support can drive customer satisfaction, retention, and business value—anchored in a culture of customer obsession and continuous improvement.

Here’s What You’ll Do:

• Support Transformation: Rebuild and scale the Support org to drive exceptional client experience across L1, L2, and Premium Support tiers.
• Team Leadership: Lead, mentor, and grow a high-performing support team with a strong culture of accountability, empathy, and innovation.
• Customer Obsession: Instill a customer-first mindset that permeates every interaction, focusing on proactive service, fast resolution times, and measurable client satisfaction.
• Process & Tools: Define and implement best-in-class support processes, metrics, SLAs, and tooling (e.g., SNOW, Confluence).
• Voice of the Customer: Partner with Product, Support Engineering, and Client Success to bring actionable customer insights into strategic decisions.
• Operational Excellence: Develop support KPIs and reporting to monitor service quality, team productivity, and customer outcomes.
• Fintech Expertise: Leverage your knowledge of the financial services industry to align support strategy with client expectations and regulatory considerations.

What You Bring to the Table:

• 10+ years of experience in customer support or success roles, with at least 5 years of leading technical support teams in a B2B SaaS environment.
• Proven track record of building or transforming support teams and operations.
• Deep commitment to customer-centric leadership and service excellence.
• Strategic mindset with hands-on execution ability.
• Familiarity with fintech, wealth management, or financial services industries strongly preferred.
• Experience implementing or optimizing tiered support models (L1/L2/Premium).
• Strong working knowledge of modern support tools and CRM platforms.
• Outstanding communication, leadership, and cross-functional collaboration skills.

Why You’ll Love Working With Us:

It’s not just about work—it’s about building a career and enjoying the ride! Here’s what you can expect:

We believe in recognizing and rewarding performance. Our compensation package includes competitive base salaries, annual performance-based bonuses, and the chance to share in the equity value you and your colleagues create during your time with the company. We offer comprehensive health benefits, including dental, life, and disability insurance. We also trust our employees to manage their time effectively, which is why we offer an unlimited paid time off program to help you perform at your best every day.

Join us on this journey. Advisor360° is an equal opportunity employer committed to a diverse workforce. We believe diversity drives innovation and are therefore building a company where people of all backgrounds are truly welcome and included. Everyone is encouraged to bring their unique, authentic selves to work each and every day. The way we see it, we are here to learn from each other.

The estimated base salary range for this position is $162,000-$188,000

Advisor 360 provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on factors including, but not limited to, individual candidate experience, skills, and qualifications.

Additionally, Advisor360 leverages current market data to determine compensation, therefore posted compensation figures are subject to change as new market data becomes available. The salary, other forms of compensation, and benefits information is accurate as of the date of this posting. Advisor360 reserves the right to modify this information at any time, subject to applicable law.

While we are interested in qualified applicants who are permanently eligible to work for any employer in the United States, we are unable to sponsor or take over sponsorship for employment visas at this time.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.