Head of Customer Support and Operations - Remote

Overview

Empower is seeking a strategic Head of Customer Support and Operations to lead our front-line support and back-office teams, focusing on designing and executing scalable, data-driven support and operations strategies that elevate the customer experience.

In Short

• Lead and manage front- and back-of-house support and operations teams.
• Define and execute customer support and operations strategies.
• Continuously assess and optimize operational processes.
• Track key customer satisfaction metrics and implement initiatives.
• Leverage technology, including AI, to enhance service delivery.
• Cultivate a high-performance culture focused on collaboration.
• Oversee outsourced support vendors and ensure compliance.
• Identify operational risks and ensure regulatory compliance.

Requirements

• 8+ years of experience in operations leadership, ideally in B2C financial services or fintech.
• Experience managing internal teams and external vendors.
• Proven ability to execute customer support strategies.
• Data-driven decision maker with expertise in KPIs.
• Strong cross-functional relationship building skills.
• Exceptional communication and leadership skills.

Benefits

• Competitive salary and generous equity.
• 100% coverage for medical, dental, vision, and life insurance.
• Opportunities for development in a supportive environment.
• Remote-first work environment.
• Twice-yearly company onsites for team connection.