Senior Director of Customer Support, Feedzai
Customer Success
Cloud-based RiskOps platform
Be an early applicant
Cloud-based RiskOps platform
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To make commerce safer for banks, retailers, payment providers, and customers.
Role
Who you are
- 10+ years of experience leading global support teams in SaaS or enterprise software environments
- 2+ years of experience supporting external partners (e.g., system integrators) and working with BPOs (Business Process Outsourcing) for increased service capacity
- Expertise in building and transforming support functions to scale with business growth, focusing on client experience, self-serviceability, and operational efficiency
- Proven track record of supporting large enterprise customers, both on-premise and multi-tenant SaaS environments
- Strong understanding of incident management processes and continuous improvement methodologies
- Exceptional relationship-building skills, with the ability to collaborate effectively across departments
- Data-driven mindset with the ability to analyze metrics, identify patterns, and influence the product roadmap
- Familiarity with support tools such as ZenDesk or ServiceNow, with a focus on identifying and implementing the best-fit solutions
- Familiarity with AI-based agent assist and conversational review tools
What the job involves
- Feedzai is experiencing rapid growth, requiring us to reimagine the way we deliver exceptional customer support to our global clients
- We’re looking for a visionary Senior Director of Customer Support to transform our support operations from a reactive model into a proactive, customer-centric function that sets the industry standard for excellence
- This role is critical in driving a seamless, scalable, and innovative support experience that aligns with our mission to deliver unparalleled value to enterprise customers in the financial sector
- Lead and develop a globally distributed support team across multiple time zones (US, Brazil, Portugal, Hong Kong, and Australia), composed of both full-time and outsourced employees:
- Foster a collaborative and inclusive team culture that prioritizes customer satisfaction and continuous improvement
- Define and monitor key performance indicators (KPIs) aligned with business outcomes to measure and enhance team performance
- Build scalable support processes and optimize the team’s structure to ensure 24/7/365 coverage for enterprise clients in the financial sector
- Manage incident escalation, resolution, and post-mortem processes, ensuring accountability and clear communication with clients
- Transform the support department into a proactive, client-centric organization focused on self-service and knowledge-sharing
- Partner with Product, Revenue, and other teams to influence the product roadmap, align on client needs, and drive cross-functional initiatives
- Build a robust knowledge base and self-service tools to empower clients and reduce ticket volumes
- Stay ahead of emerging industry trends and tools, implementing new technologies and best practices to enhance support efficiency and quality
- Create strategies to optimize alerting systems, SLA terms, and incident management workflows
- Advocate for automation and data-driven decision-making to scale support operations without increasing headcount
- The Customer Success Team is responsible for building lifetime customers by enabling value realization through optimized adoption of Feedzai products and services
- We collaborate with our clients through each phase of the customer journey to ensure we collectively have the right success plans maximizing enablement, engagement, adoption and customer health always with a value driven mindset
- We grow at a fast clip and believe no challenge is too big or too small. Therefore, we have an open environment that encourages us to lean in, try new things, and discover our potential
- Your First 30-Days at Feedzai:
- You will be immersed in our brand with training, connections, and one-on-one time with your manager. You may shadow your colleagues virtually or onsite at an office depending on where you work as you are supported through your Feedzai journey
- In addition, you will have access to a ton of information to give you history, context, and all the knowledge you can handle about Feedzai and the team. Finally, you will start working on projects and collaborating on work currently being done. We can't wait to have you join the team!
Our take
In this digital age, one of the biggest challenges is mitigating financial crime online. As more people use digital banking and commerce, there has been a significant increase in consumers being subjected to online banking fraud attacks and scams.
Feedzai makes banking and commerce safe with its financial risk management platform. Their AI platform monitors companies with more than 900 million customers in nearly 200 countries. Many of the world’s largest financial institutions such as Citibank, Fiserv, and Santander, as well as well known fintechs such as SoFi already use Feedzai’s technology.
As the use of digital banking and payments continues to grow during this boom period, so will the increase in financial crime. The company will always face a challenge to improve its technology as fraudsters find new methods to execute financial crimes. In early 2021 they raised a $200 million Series D investment round led by global investment titans KKR. With a +$1.5B valuation, the company remains focused on global expansion, further developing its product offerings, and boosting its partner strategy with a focus on the APAC region.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-17% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2021
$200m
SERIES D
Oct 2017
$50m
SERIES C
Total funding: $276.2m
Company benefits
- Health Insurance
- Remote Work Options
- Flexible Work Hours
- Personal Time Off
- Culture of Learning
- Maternity/Paternity Programs
- August 4 Day Work Weeks
- Cutting Edge Tech
- IT Allowance
Company HQ
Hayward Park, San Mateo, CA
Leadership
Nuno Sebastião
(CEO & Chairman)After an MBA at London Business School, they founded Feedzai in March 2010 on graduation. They have served since as CEO, alongside working as Director of ANJE and an Advisor at Oak HC/FT and PruVen Capital.
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