Note: The job is a remote job and is open to candidates in USA. Arcana is a portfolio intelligence platform used by hedge funds and asset managers to analyze performance and risk. The Head of Support will build and lead a world-class support organization, define exceptional technical support delivery, and partner with various teams to enhance client interactions.
Responsibilities
- Build, lead, and scale Arcana’s Support function, establishing processes and best practices for delivering exceptional client support
- Own the overall support strategy, including service standards, operational metrics, escalation management, and continuous improvement
- Serve as the executive escalation point for complex technical and product issues, ensuring timely resolution and clear client communication
- Partner closely with product, engineering, data, and client success teams to investigate issues, prioritize fixes, and improve the overall client experience
- Develop scalable support playbooks, knowledge resources, and operational frameworks that enable consistent, high-quality support
- Analyze support trends and client feedback to identify recurring issues and advocate for product enhancements
- Hire, mentor, and develop a high-performing support team with a strong client-first culture
- Drive operational excellence through automation, tooling, and process improvements
- Build strong relationships with institutional clients and ensure they receive responsive, high-quality support throughout their lifecycle with Arcana
- Establish and report on KPIs around support quality, response times, resolution times, client satisfaction, and team performance
Skills
- 10+ years of experience leading technical support, client support, customer support, or technical operations within enterprise SaaS, fintech, or financial services
- Proven experience building and scaling a high-performing enterprise support organization
- Demonstrated success managing and developing teams in a fast-paced, high-growth environment
- Strong technical troubleshooting skills with the ability to partner effectively with engineering teams on complex product and platform issues
- Excellent communication and executive presence, with experience supporting senior stakeholders at enterprise clients
- Operationally minded, with a track record of implementing scalable support processes, service standards, and performance metrics
- Bachelor's or Master's degree in Business, Finance, Computer Science, Engineering, or a related field
- Strong understanding of enterprise support operations, incident management, and client communication best practices
- Proven ability to build cross-functional relationships and lead through influence across product, engineering, and client-facing teams
- Experience supporting complex B2B SaaS products serving enterprise customers is strongly preferred
- Experience with modern customer support platforms, including Intercom, is preferred
- Interest in financial markets and institutional investing
- Familiarity with portfolio analytics platforms such as Bloomberg, FactSet, Aladdin, or similar is a plus
- Experience supporting hedge funds, asset managers, or other institutional financial firms is highly preferred
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