Director of Technical Support

Alloy is where you belong!

Alloy solves the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world. Banks and Fintechs turn to Alloy to take control of fraud, credit, and compliance risk, and grow with the clearest picture of their customers.  

Through our values: Be Bold, Get Scrappy, Collaborate, and Celebrate Our Differences, we are creating a workplace where you can grow, thrive, and belong. See how we’ve been continuously recognized and named one of Inc. Magazine’s Best Workplaces, Forbes America’s Best Startup Employers, Best Fintech to Work for by American Banker, year after year. 

Check out our investors and read more about us here.

Why we’re hiring

We’re rapidly growing and seeking a Director of Technical Support to lead and scale our customer support operations. You'll join the Alloy team at a pivotal moment, playing a key role in ensuring clients receive exceptional support and realize the full value of our technology. This role partners closely with Product & Engineering, Sales, Client Success, and Technical Solutions to develop and execute support strategies that drive customer satisfaction, retention, and advocacy.

What you’ll be doing

• Lead and Develop the Support Team: Inspire, mentor, and grow a high-performing support organization by fostering engagement, advocating for team needs, and creating clear paths for career progression
• Customer Advocacy: Act as the voice of the customer within the company, ensuring their needs are represented and addressed
• Process Optimization: Identify, implement, and optimize support processes and tools to improve efficiency and effectiveness
• Cross-Functional Collaboration: As a key leader in Technical Solutions, you’ll work closely with various business partners to improve the customer experience and help resolve customer challenges
• Performance Metrics: Establish and monitor KPIs to ensure the team meets and exceeds performance targets
• Continuous Improvement: Foster a culture of continuous improvement by regularly assessing and refining support practices
• Escalation Management: Manage high-priority customer issues, ensuring timely and effective resolution
• Knowledge Management: Partner with Engineering and Product to identify gaps in knowledge and process to better serve our customers
• Strategic Planning: Develop and execute a strategic plan for the support organization that aligns with Alloy’s business goals

Who we're looking for

• Experience: 8+ years of experience in customer support roles, with at least 4 years in a leadership position. Ideal: experience leading a global, 24/7/365 Support organization
• Mentorship: Passionate about team development, with a track record of coaching, mentoring, and growing talent within support organizations
• Leadership Skills: Strong leadership and people management skills, with the ability to inspire and develop a high performing team
• Customer Focus: Passionate about customer satisfaction and experienced in implementing customer-centric strategies
• Analytical Mindset: Data-driven with the ability to analyze metrics and make informed decisions
• Technical Proficiency: Familiarity with support tools and technologies (e.g., Zendesk, Salesforce). Experience leading a team supporting a complex, technical product
• Bonus: Experience working with banks, fintechs or other regulated industries a plus

We're a lean team, so your impact will be felt immediately, and opportunities will grow as the company scales up. If this all sounds like a good fit for you, why not join us?

At Alloy, we strive to attract and retain talent with a total rewards program that is competitive with other organizations of our size and stage. We are committed to ensuring each new team member has what they need to be successful in their role with a balanced range of compensation, equity, perks, and benefits. We actively share our philosophy with employees, to foster openness and clarity. Finally, we work to administer our philosophy and drive consistency to promote equity and monitor the fairness of outcomes.

This position has a salary range of $180,