Every Monstro deployment is a complex integration touching a bank's technology infrastructure, operational processes, compliance requirements, and stakeholders across IT, risk, and operations. For a financial institution, an SLA breach is not an inconvenience - it is a contractual and reputational event. Each implementation requires a senior point of contact who understands Monstro's product in depth and equally understands how banks operate - their SLA obligations, regulatory environment, and the standards they hold every vendor to. The VP of Product Support is that person: an elevated leader who can speak to both sides with fluency, resolve issues before they escalate, and give institutional clients confidence that Monstro will perform at the level they require. This role is also responsible for the operational infrastructure that allows Monstro to scale. Building the procedures, escalation frameworks, and support architecture from the ground up means every subsequent deployment is faster, cleaner, and more reliable than the last. ##
What You'll Do
Build the Support Function from Scratch
Design Monstro's end-to-end support model: first-line triage, escalation paths, handoff protocols to engineering, and SLA governance frameworks
Define the operational coverage model - onshore, nearshore, offshore - and what 24x7 support looks like as Monstro scales across geographies
Document every procedure and escalation protocol from day one
Own Institutional Client Operations
Serve as Monstro's operational counterpart to bank clients, owning SLA performance, KPI reporting, and accountability when something goes wrong
Lead quarterly business reviews with bank operations and compliance teams - rigorous performance reviews against agreed commitments, not relationship check-ins
Manage critical escalations directly
Be the Bridge Between Client and Engineering
Build and manage the triage chain that protects engineering bandwidth and keeps escalations structured and contextualized
Translate client-side operational issues into clear inputs for product and engineering, serving as the authoritative internal voice of client operations
Work with engineering to define the monitoring and logging infrastructure needed to support institutional SLAs at scale
Scale the Function as Monstro Grows
Begin hands-on through the first deployments and build toward leading a team as Monstro scales to multiple banks and geographies
Design the international support model from day one, accounting for US clients, potential Gulf expansion, time zones, and staffing coverage
Build processes and support model that the next client can be onboarded into without rebuilding from scratch
What Success Looks Like
Banks go live with a complete, documented support model - SLAs defined, triage procedures in place, escalation paths clear
Engineering is not a first-line support function - escalations arrive structured, triaged, and with context
Monstro's support infrastructure is able to absorb institutional clients without needing to reinvent itself
The nearshore/offshore coverage model is designed and ready to staff
Institutional clients experience Monstro's operational performance as a competitive advantage, not a risk to manage
What We're Looking For
10+ years in technical support, client operations, or platform operations, with meaningful time at the VP or Director level building or leading a support function
Experience on the vendor side delivering software or SaaS infrastructure into large enterprise clients - financial institutions, telecoms, or similarly regulated, SLA-driven environments strongly preferred
Deep familiarity with what enterprise SLA commitments require operationally: triage frameworks, escalation procedures, performance reporting, and governance
Technical fluency sufficient to manage escalations credibly and translate accurately between client and engineering
Banking or fintech background, directly or through a vendor that sold into banks, with a strong understanding of how regulated institutions think, audit, and hold vendors accountable
Experience designing or managing international and distributed support teams - onshore, nearshore, offshore
Familiarity with AI or data-driven platforms is a strong plus
Willingness to travel - Monstro's clients span multiple geographies and this role requires in-person presence
Calm, precise communicator equally effective in a formal QBR with a bank's senior leadership and a technical escalation with engineering
Why Monstro?
Ownership & Impact: Shape the future of AI-powered finance - building a category-defining product used by consumers and institutions around the world. - Elite Team: Join a team with leadership that has a track record of scaling companies from early stage to major exits. - Principles-Driven Culture: Work in a culture that values speed, ownership, and impact - what most companies achieve in 90 days, we do in 45. - Comprehensive Compensation Package: Competitive salary, equity, and robust benefits package, including paid health, vision, dental, and disability coverage. Base Compensation Range for New York City: $259,000 - $291,000
*The posted range reflects the base salary for this role across the market ranges for each location. Final compensation will depend on a variety of factors, including experience, skills, internal leveling, and market conditions, and will be offered within the stated range in accordance with applicable pay transparency laws.
***A Note on Interviewing:***We sometimes use AI note-takers to help us transcribe interview notes, so we can be more present in your interview. If you’d like to opt out of us using automatic transcribers, please note this in the free text field in your application, otherwise we’ll take your application as confirmation that you’re happy for us to use notetakers (whether added to video calls or in the background). ## Ready to Build With Us?
If you’re excited to contribute to a high-bar team building something meaningful, we love to hear from you!
