Head of Customer Support

About Whop:

Whop is a financial technology company on a mission to provide the world with sustainable income. Our vision is to create the worlds largest internet market where people can create connect and transact all from a single platform. Whop enables individuals and businesses to accept payments launch ventures and engage with others across the network.

Today Whop facilitates over $3 billion in annual payouts to people in 144 countries. Growth continues to accelerate with gross transaction volume increasing roughly 25% month over month.

Whop has raised hundreds of millions from institutional investors like Insight Bain Capital Ventures A* and Peter Thiel including a recent strategic investment from Tether the largest stablecoin company in the world.

Our current team is made up of young passionate entrepreneurs who grew up on the internet over 75% built a business before joining Whop including 53 former founders and 30 who scaled past $1M in revenue. Product leadership includes backgrounds from Meta and Robinhood.

For more information visit .

About the Role:

Youll own the entire customer experience at Whop. Lead a 43-person team handling 5000 tickets/day from end users and business owners. Own every channel customers touch: Intercom social review platforms app stores. Work with Product Engineering and Trust & Safety to eliminate problems at the root not just respond to them. This role reports to the Head of Growth.

Vision:

Every person who interacts with Whop should feel like theyre the most important customer we have. We want the fastest response times in the industry. We want the highest CSAT scores anyone has ever seen on a platform at our scale. We want every single review surface to be a 5-star experience. When a customer has a problem we dont just fix it we make them glad it happened because of how well we treated them. The bar is not good support. The bar is that people screenshot their Whop support interactions and post them on Twitter because they cant believe how good it was.

Role Scope:

• Own all external reputation surfaces: BBB Trustpilot G2 App Store Google Twitter/X Reddit. All world class.
• Drive CSAT and CX scores to best-in-class. We measure % of conversations rated 4 or 5 out of 5. Make that number embarrassingly high.
• Lead our AI-first support strategy. Train the AI build workflows in Intercom/FinAI and invest into native AI chat to replace third-party tools over time.
• Partner with Product and Trust & Safety to deep-fix root causes driving ticket volume. Ticket categories should shrink over time.
• Run a $20K/month surprise & delight program. Pizza for upset customers gifting experiences turning detractors into superfans.
• Manage a 24/7 globally distributed support operation.
• Keep all macros docs and knowledge bases current as we ship new products constantly.
• Own Voice of the Customer reporting to leadership and product teams.
• Scale support quality through AI and automation without linearly scaling headcount.

What were looking for:

• Cracked
• 3 years leading customer support or CX teams at scale
• Experience in payments marketplaces or fintech is a strong plus
• Youve managed large distributed teams across time zones
• Deep fluency with Intercom FinAI or similar AI-powered support tools
• Obsessed with metrics: CSAT first response time first contact resolution ticket deflection
• You build systems that prevent fires not just respond to them
• Low-ego non-performative outcomes-driven
• Want to take over the world and wont settle for anything less than being the best
• Scrappy and experiment-driven - no task too small no idea too big

Your first 30 days:

• Take over the full 43-person support team across all shifts
• Audit every public reputation surface and build a remediation plan with clear targets
• Baseline all key metrics: CSAT (currently 58%) median first response time (:30) first contact resolution (65%) ticket volume by category
• Identify top 10 ticket categories and partner with Product and T&S on root cause fixes
• Audit AI workflows in Intercom/FinAI/Decagon and find quick wins

Your first 60 days:

• BBB trending toward A rating. Trustpilot complaints all responded to and score trending toward 4.0
• CSAT on trajectory toward 70%. First contact resolution trending toward 75%
• Surprise & delight program launched with defined playbooks
• Major AI workflow improvements shipped. Native AI chat investment underway to replace Decagon/Intercom
• All macros and support docs audited updated and tied to a process that stays current with every launch

Your first 90 days:

• Every public surface actively managed and trending world class. Negative mentions addressed within hours.
• Measurable reduction in ticket categories from root cause fixes
• AI deflection rate materially higher. Native AI chat roadmap in motion.
• Team operating like a machine: clear SLAs daily metric reviews consistent quality across all shifts
• Delivering Voice of the Customer reports that drive real product decisions
• Operational foundation built to scale quality without scaling the team

Compensation Benefits and Perks

• Target base salary of $200000 to $250000 a competitive equity package
• Unlimited PTO with full health vision dental coverage
• Brand new office space in Brooklyn New York at the Domino Sugar Refinery
• $12000 annual UberEats credits for lunch & dinner Monday thru Friday
• $9000 annual rent subsidy if you live within 4 blocks of our 300 Kent office
• Free Gym membership to the Equinox in our building
• Free Annual Citi Bike Membership