⚡️ Spotlight: Director of Customer Support at Feedzai

Feedzai is a market leader in using AI to fight financial crime, specializing in fraud prevention and risk management for banks, fintech companies, payment service providers and governments worldwide.

Feb 12, 2025

Feedzai is looking for a Director of Customer Support to transform its support operations from a reactive model into a proactive, customer-centric function.

This role offers a rare opportunity to work closely with senior leadership and have the autonomy to drive real change.

You’ll be leading a world-class team at a billion-dollar company. This is a big role with a big impact.

💼 Interested? Sign up to my new talent form where I'm personally helping Feedzai find amazing talent.

👀 The Inside Scoop

We spoke with Bruno Cruz, Senior Manager of Product Support (and interim Director of Support), to get key insights about this role.

The Customer Support team is experienced but needs strong direction, and there’s a real opportunity to turn Support into a key strategic function.

If you thrive in fast-moving environments, this is your chance to build out and run this important, highly visible team.

💡 Important Details

🌍 Location: Remote (EMEA, LATAM, or US – East Coast preferred)

🤝 Reports to: Riccardo Brizzi, Chief Customer Officer (CCO)

Ideal Candidate Profile

You'll be off to a great start if you have experience building, scaling, and evolving Product or Customer Support teams.
Feedzai needs someone to assess where things stand today and create a strong vision for the future.
It's a plus if you’ve worked with partners and outsourcing agencies. Setting up governance processes will be crucial for this role.
This role balances long-term strategic change with the everyday realities of running a customer success team.

❇️ What to Expect in the Hiring Process

Feedzai designed a hiring process to see how you think and lead. Here’s what it looks like:

Quick chat with HR to learn more about you, your experience, and answer any questions you may have.
Meet with Bruno Cruz, interim Head of Product Support, to dive into your leadership approach and vision for scaling a Support team.
Connect with key leaders in Customer Success and Professional Services & Experience to discuss collaboration, expectations, and strategic priorities.
Case study to test your ability to think strategically, drive impact, and scale a high-performing Support function — all within realistic constraints. 😉
Final Interview with Riccardo Brizzi, Chief Customer Officer (CCO), to align on vision, strategy, and leadership approach.

📌 Practical points

Remote first role — Feedzai is headquartered in Coimbra, Portugal, and has a US office in San Mateo, California.

First 90 days — you'll build key relationships across the company and use early insights to craft a clear, actionable plan to elevate Support as a high-impact function.
Company culture — the team describes themselves as committed and experienced. They care about delivering great support, know their stuff and bring deep expertise.
Company facts — Founded in 2011, with a team of ~650, they are a B2B SaaS unicorn ($1.5B+) that raised a $200M series D from KKR, Sapphire ventures and Citi Ventures.

📩 Interested?

→ Sign up to my new talent form, and I’ll personally deliver matching candidate profiles to Feedzai or;

→ Apply directly in Feedzai’s career page.

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