Head of Customer Operations - Remote Opportunity

About the Role

We are seeking a Head of Customer Operations to join our team at Lendscape, a leading technology provider in the global secured finance market. This remote Head of Customer Operations position offers a unique opportunity to shape how we support and partner with our customers throughout their journey with us. You will play a critical role in overseeing our customer support and operational service delivery, ensuring our customers experience a dependable, transparent, and professional service.

What You'll Do

• Lead and manage the teams responsible for customer support and operational service delivery.
• Ensure incident resolution, service delivery management, and customer communications are handled efficiently and effectively.
• Act as a senior escalation point for live client issues, providing calm, clear direction and ensuring matters are resolved promptly.
• Collaborate closely with Engineering and Product teams to ensure a consistent and reliable service experience for our customers.
• Champion the Voice of the Customer across the organization, embedding feedback loops and acting upon insights to improve service quality.

Requirements

• Proven leadership background in customer operations, software support, and service delivery within enterprise software/SaaS.
• Strong expertise in incident management, customer communication, and operational excellence.
• Experience implementing scalable support processes and achieving SLAs.
• Demonstrated ability to lead customer-facing teams, driving measurable improvements in service performance.
• Data-driven approach to decision-making with strong analytical and communication skills.

Nice to Have

• Experience in the FinTech industry.
• Familiarity with customer health insights and their application in operational management.
• Comfortable operating within a matrix structure, maintaining cross-functional influence.

What We Offer

• Private medical care and cash plan.
• Flexible working hours to promote work-life balance.
• Continuous training and development opportunities.
• Cycle scheme and sponsored gym memberships.
• Wellness and mindfulness perks to support mental health.

This Head of Customer Operations - remote role is an exciting opportunity to lead a team dedicated to enhancing customer experiences and operational excellence. Join us at Lendscape and be part of a culture that values collaboration, customer-centricity, and continuous improvement.