[Remote] Head of Customer Operations at Imprint

The Head of Customer Operations will own all aspects of customer service operations, including voice, chat, email, self-service, and social support, balancing compliance, efficiency, and empathy. They will design and execute a scalable support model tailored to a fintech company with a credit product, and build, lead, and mentor a high-performing internal team. Responsibilities also include leading the evolution toward a digital-first, AI-enhanced support operation by deploying tools such as intelligent IVRs, virtual agents, conversational AI, LLM-powered assistants, and predictive analytics. The role involves partnering with product, engineering, and data teams to integrate customer support into the tech stack, championing an omnichannel strategy, and optimizing customer touchpoints through journey mapping and feedback. Additionally, the Head of Customer Operations will monitor and optimize key KPIs, leverage dashboards and analytics for workforce planning and quality assurance, apply root cause analysis for continuous improvement, and build a high-performance culture rooted in accountability, empathy, innovation, and customer centricity, while providing coaching and fostering cross-functional alignment.