Head of Customer Operations

About the role

Lead Customer Operations at Skip, owning the end‑to‑end customer experience across the lending journey. You will make high‑impact decisions on escalated issues and build systemic fixes to reduce future escalations.

Key responsibilities

• Own the customer experience from first contact through settlement and servicing, making final decisions on escalated and sensitive matters.
• Root‑cause escalations, redesign processes, and work with Product and Engineering to automate solutions.
• Lead, coach and grow the Customer Operations team, scaling it as loan volumes increase.
• Define and own customer communication templates, tone and timing.
• Set and track key metrics such as NPS, CSAT, complaint volumes and time to resolution.

Required profile

• 7‑12 years in customer operations or service delivery, preferably in a high‑growth fintech or lender.
• Proven experience leading teams of teams and owning a customer function end‑to‑end.
• Track record of turning escalations into structural process fixes.
• Strong commercial judgement and ability to make decisions with financial and reputational impact.

Required skills

• Proficiency with modern CRM and workflow tools.
• Experience using data and AI‑driven automation to improve processes.