Head of Customer Operations - Remote

Overview

The Head of Customer Operations will lead all aspects of customer service operations at Imprint, focusing on compliance, efficiency, and empathy while driving the evolution towards a digital-first, AI-enhanced support operation.

In Short

• Own customer service operations across multiple channels.
• Design scalable support models for a fintech company.
• Lead and mentor a high-performing internal team.
• Implement AI-enabled customer support systems.
• Champion omnichannel customer engagement strategies.
• Monitor and optimize key performance metrics.
• Build a high-performance culture rooted in empathy and accountability.
• Foster cross-functional alignment with various teams.
• Ensure compliance within customer operations.
• Drive continuous improvement in service delivery.

Requirements

• 10+ years in customer operations, with 5+ in leadership roles.
• Experience in regulated, high-volume environments.
• Proven track record in implementing tech-forward support systems.
• Strong command of support platforms and BI tools.
• Deep analytical mindset and comfort with operational metrics.
• Excellent communication and stakeholder management skills.

Benefits

• Competitive compensation and equity packages.
• Flexible paid time off.
• Fully covered high-quality healthcare.
• Access to industry-leading technology.
• 16 weeks of paid parental leave for primary caregivers.
• Understanding of flexible hybrid work requirements.