ജോലി വിവരണം

About the Role

Join a pioneering company at the convergence of artificial intelligence and financial technology, dedicated to helping lenders automate and improve their workflows. This platform processes nearly a million credit applications monthly, spanning small business, mortgage, and consumer lending. Integrating cutting-edge AI—both open-source and proprietary—with human verification, it achieves greater than 99% accuracy in extracting data from financial documents. With advanced fraud detection and in-depth cash flow and income analytics, customers gain efficiency in risk management and broaden credit access, fostering a more inclusive financial ecosystem.

Our client base includes over 400 customers and prominent leaders such as Better Mortgage, Brex, Enova, Nova Credit, PayPal, Plaid, SoFi, and Square. This role calls for an experienced leader to redefine service delivery for these innovative lenders.

Key Responsibilities

Manage end-to-end resolution of customer support tickets worldwide, ensuring prompt resolution times, accuracy, and client satisfaction.
Lead and oversee client implementations, ensuring projects launch on schedule, within scope, and with high satisfaction metrics.
Recruit, manage, and develop a high-performing Customer Success team based in India, serving clients in the US, UK, and Canada.
Collaborate cross-functionally with Account Management, Product, and Engineering teams to address complex client issues and integrate feedback into product development roadmaps.
Design and refine scalable support processes, develop playbooks, and establish escalation protocols to support company growth.
Ensure consistent delivery of high-quality support and implementation services for all clients, owning the entire service experience independent of commercial relationships.

Performance Metrics

Ticket resolution time: track average and 90th percentile resolution times by product and severity level.
Ticket accuracy: measure the percentage of tickets correctly resolved on first contact and monitor re-open rates.
Customer satisfaction: evaluate customer satisfaction scores during support interactions and at implementation completion.
Implementation success: assess on-time and on-scope completion rates and time to launch implementations.

Candidate Profile

Minimum of 7 years in Customer Success, Support Operations, or Implementation roles, with at least 2 years in leadership.
Proven experience managing offshore teams, particularly in India, with responsibility for enterprise clients in multiple countries.
Background in B2B SaaS or fintech industries, with an understanding of software deployment, adoption, and support at scale.
Track record managing support operations driven by service level agreements, with obsessive focus on resolution time, accuracy, and customer satisfaction.
Strong experience in software implementations, overseeing onboarding and successful go-live for complex enterprise clients.
Ability to manage multiple product lines simultaneously, prioritizing breadth of experience.
Exceptional communication skills, capable of liaising with senior leadership and managing distributed teams.

Desirable Qualities

Prior experience in lending, fintech, mortgage, or financial services software sectors.
Familiarity with document automation, optical character recognition (OCR), or AI-powered data products.
History of building Customer Success teams from the ground up or scaling them during growth phases.
Comfortable using data and analytics to identify trends and guide operational decisions.

Why Join Us

This position offers genuine ownership of the customer service experience, beyond coordination.
The India-based team is growing, and new product offerings are in development.
The company’s headquarters is in New York, offering a hybrid working arrangement.
Contribute meaningfully by enabling faster, fairer credit decisions for millions of borrowers through advanced technology.

Company Culture

We are dedicated builders who value our mission and each other. As a fast-growing, primarily remote company, we nurture skill growth, personal accountability, and impactful contributions.

Our foundational values include:

Empathy – serving others with compassion.
Curiosity – exploring new ideas and challenging existing norms.
Humility – listening carefully and remaining open-minded.
Ownership – demonstrating passion, diligence, and commitment to excellence.

We are deeply committed to diversity and inclusion, ensuring equal opportunity and representation across all identities and backgrounds.

Director Customer Success