Customer Care Agent providing support for customers in a hybrid role. Responsible for resolving inquiries and ensuring high customer satisfaction.
About the role
- Director of Customer Support Operations overseeing BPO partnerships at fintech company Imprint. Ensuring efficient and high-quality customer support execution for enhanced user experience.
Responsibilities
- Own day-to-day performance management of our BPO partnership, serving as the primary liaison between Imprint and the vendor
- Design and implement governance frameworks, including weekly/monthly business reviews with clear follow-up and accountability
- Drive cost optimization through accurate forecasting, staffing models, and operational rigor without degrading customer experience
- Establish quality assurance frameworks, agent training programs, and continuous improvement processes
- Develop and own volume forecasting at the partner level, accounting for nuances in customer behavior and business cycles
- Translate operational insights into product and engineering priorities, influencing roadmaps based on support trends
- Build measurement systems (CSAT, quality scorecards, efficiency metrics) and use data to drive performance improvements
- Work directly in operational details when needed—reviewing tickets, auditing quality, troubleshooting escalations—while maintaining strategic perspective
Requirements
- 8–10 years of operations experience with progressive responsibility in customer support or customer experience functions
- Demonstrated ability to navigate ambiguity, make fast decisions with incomplete information, and maintain forward momentum
- Strong track record of building operational systems, governance frameworks, and performance measurement in high-growth environments
- Experience managing cross-functional stakeholder relationships and influencing without direct authority
- Proven ability to work deeply in operational details while driving strategic outcomes
- Data interpretation skills with ability to connect operational patterns to business impact (SQL knowledge not required)
- Experience with cost modeling, forecasting, and capacity planning
- Strong judgment with bias for action—comfortable failing fast, iterating, and being right most of the time
- Genuine team orientation with track record of bringing people along on the journey
- Comfortable having difficult performance conversations and holding vendors accountable
- Nice to Have: Experience managing BPO or outsourced customer support partnerships; Background in fintech, payments, or regulated consumer products; Launch readiness and operational enablement experience for new products or partners; Familiarity with Zendesk or similar support platforms (optimization experience valued but teachable); Experience at companies known for exceptional customer service (Chewy, Chime, Amazon, similar); Blend of startup and established company experience (seen both scrappy early-stage and mature operations)
Benefits
- Competitive compensation and equity packages
- Leading configured work computers of your choice
- Flexible paid time off
- Fully covered, high-quality healthcare, including fully covered dependent coverage
- Additional health coverage includes access to One Medical and the option to enroll in an FSA
- 20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
- Access to industry-leading technology across all of our business units, stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity
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