About Imprint
Branded payments that enhance customer loyalty
Key Highlights
- $203 million total funding, including $75 million in 2023
- Headquartered in Little Italy, New York, NY
- Specializes in branded rewards cards for businesses
- Targets smaller clients like hotel chains
Imprint is a fintech company based in Little Italy, New York, specializing in branded payments and rewards products. With $203 million in total funding, including $75 million raised in 2023, Imprint partners with businesses to offer branded rewards cards that enhance customer relationships. The comp...
🎁 Benefits
Imprint offers competitive equity options, generous PTO policies, and a flexible remote work environment to support work-life balance. Employees also ...
🌟 Culture
Imprint's culture emphasizes innovation in the fintech space, with a strong focus on creating meaningful customer relationships through branded financ...
Overview
Imprint is hiring a Director of Customer Support Operations to lead the execution and performance of their customer support function. You'll manage vendor performance and ensure operational efficiency as the company scales. This role requires strong leadership and operational skills.
Job Description
Who you are
You have extensive experience in customer support operations, ideally in the FinTech sector, and a proven track record of managing teams and vendor partnerships effectively. You understand the importance of translating customer operations strategy into actionable plans, ensuring high-quality support as the company grows. Your leadership style fosters collaboration and efficiency, and you are adept at capacity planning and quality assurance.
You possess strong analytical skills, allowing you to assess vendor performance and implement improvements where necessary. Your ability to communicate effectively with cross-functional teams, including Product and Engineering, ensures that customer feedback is integrated into product development. You are passionate about enhancing customer experiences and driving operational excellence.
What you'll do
As the Director of Customer Support Operations, you will oversee the daily operations of Imprint's customer support function, ensuring that it runs smoothly and efficiently. You will be responsible for managing the relationship with our BPO partner, focusing on performance metrics and quality programs. Your role will involve capacity planning to meet the demands of a growing customer base, ensuring that support channels are adequately staffed and equipped to handle inquiries.
You will collaborate closely with the VP of Customer Operations to align operational strategies with business goals. Your insights will help shape the customer support strategy, ensuring that it is scalable and adaptable to changing needs. You will also lead initiatives to improve customer satisfaction and operational efficiency, leveraging data to inform decision-making.
What we offer
At Imprint, you will be part of a dynamic team that is redefining the future of payments and rewards. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. You will work in a collaborative environment where your contributions will have a direct impact on the company's success. Join us in building innovative financial products that enhance customer loyalty and drive brand growth.
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