Head of Customer Operations

Job Summary

Head of Customer Operations is a full-time remote position responsible for building and leading customer support across a partner ecosystem, ensuring fast, accurate, and scalable support for millions of end users.

Key Responsibilities

• Define and design support obligations and operational infrastructure across partnerships
• Handle partner escalations, develop documentation, and create a knowledge base for support processes
• Scale support operations by implementing AI-powered tools and managing outsourced support teams

Required Qualifications

• Experience in managing customer support operations at scale
• Proven ability to implement AI-powered customer experience tools
• Experience in working with outsourced support teams
• Strong understanding of financial services regulatory requirements
• Ability to create and manage documentation for diverse audiences