Director of Customer Experience

Company 

Credit Genie is a mobile-first financial wellness platform designed to help individuals take control of their financial future. We leverage artificial intelligence to provide personalized insights and are building a financial ecosystem by offering tools and services that provide instant access to cash, and building credit. Our goal is to empower every customer to achieve long-term financial stability.

Founded in 2019 by Ed Harycki, former Swift Capital Founder (acquired by PayPal 2017). Backed by Khosla Ventures and led by industry pioneers from companies such as; PayPal, Square, and Cash App, we are well positioned to build the future of inclusive finance through cutting-edge technology and customer-centric solutions.

Overview

At Credit Genie, we are looking for a forward-thinking and strategic Director of Customer Experience to lead our Customer Service initiatives and drive innovation and leverage artificial intelligence to modernize and scale our support operations.. You will play a pivotal role in enhancing the end-to-end customer journey, optimizing agent performance, integrating AI solutions, and fostering a culture of customer-centric excellence.

This leadership role requires a unique blend of hands-on operational expertise, AI driven process improvement and a product oriented vision, as you will lead a dynamic team of onshore and offshore resources while exploring automation and third-party solutions to enhance operational efficiency, reduce costs and improve customer satisfaction. You will also work closely with senior leadership to ensure customer insights and technology improvements have a meaningful impact across the organization.

What you'll do

Strategically implement AI focused tools (LLM chatbots, virtual assistants, automated workflows, etc.) to enhance customer support, reduce agent workload, and improve response times.

• Lead and manage a blended team of onshore, offshore, and AI support resources ensuring alignment with operational goals and performance standards.

• Focus on improving agent performance and operational efficiency to deliver exceptional customer satisfaction.

• Balance traditional customer service operation with artificial intelligence, leveraging third-party partners initially and developing in-house capabilities over time.

• Manage customer complaints, ensuring quick resolutions and maintaining high customer retention.

• Conduct sentiment analysis, responding to trends and issues while maintaining a proactive approach.

• Evaluate and deploy third-party AI and automation solutions that streamline customer interactions, resolve issues proactively, and enhance self-service capabilities.

• Advocate for the voice of the customer with senior leadership to influence business strategy and product development.

• Partner with the cross functional stakeholders including product management, engineering, design, data science, and analytics

• Lead and execute the customer experience operations strategy from both a people and platform technology perspective.

• Balance day-to-day operational management with long-term strategic planning for the customer experience department.

• Develop and nurture strong vendor relationships, ensuring they align with company goals and performance standards.

• Foster a collaborative team environment, building strong relationships across internal and external teams to drive results.

• Create and track AI and human performance metrics to measure customer service effectiveness, response times and automation success, continuously refining our strategy.

• Foster a collaborative team environment, building strong relationships across internal teams, BPO providers, and AI technology partners to drive results.

Requirements

• Proven experience in developing and executing operational strategies

• Minimum of 7 years of experience in customer service management, with a focus on scaling operations and leveraging technology.

• Experience in the fintech/ financial services industy

• Experience leading and mentoring a team of 5+ customer experience agents

• Strong leadership and change management skills, with a track record of introducing and implementing technology process improvements.

• Experience working with Zendesk, AI enhanced tooling, automation and customer feedback platforms

• Proven track record of scaling a customer service organization leveraging technology. 

• Exceptional communication and stakeholder management skills

• Proven track record of driving customer satisfaction, loyalty, and retention

Benefits and Perks

Our goal is to provide a comprehensive offering of benefits and perks that promote better financial, mental, and physical wellness.

We believe working alongside each other in person is the best way to build a great product and foster a strong company culture. Our expectation is that employees are in the office five days a week, allowing for optimal collaboration, inclusivity, and productivity. At the same time, we understand that life happens and recognize the importance of flexibility. We are committed to supporting our employees when circumstances arise that require remote work or adjusted schedules. Our goal is to ensure everyone can effectively balance personal and professional responsibilities while maintaining our collaborative and productive environment.

Here are some highlights of our benefits and perks offerings, feel free to ask your recruiting partner for more details on our comprehensive offering for employees.

• 100% company-paid medical, dental, and vision coverage for you and your dependents on your first day of employment. 

• Monthly fitness reimbursement up to $100 or a full membership to LifeTime Fitness

• 401(k) with a 2.5% match and immediate vesting 

• Meal program for breakfast, lunch, and dinner

• Life and accidental insurance

• Flexible PTO

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience. Base salary is just one part of your total compensation and rewards package at Credit Genie. You may also be eligible to participate in the bonus and equity programs. You will also have access to comprehensive medical, vision, and dental coverage, a 401(k) retirement plan with company match, short & long term disability insurance, life insurance, and flexible PTO along with many other benefits and perks.

Credit Genie is a proud Equal Opportunity Employer where we welcome and celebrate differences. We are committed to providing a workspace that is safe and inclusive, where everyone feels supported, connected, and inspired to do their best work. If you require any accommodations to participate in our recruitment process, please inform us of your needs when we contact you to schedule an interview.