Head of Customer Support and Operations, Empower Finance
$225-250k
+ Offers Equity & Offers Bonus
More information about location
Credit health & financial management app
Be an early applicant
Credit health & financial management app
101-200 employees
Be an early applicant
$225-250k
+ Offers Equity & Offers Bonus
More information about location
101-200 employees
Company mission
To expand access to fair credit to give anyone in the world the opportunity to improve their financial security and mobility.
Role
Who you are
- Our ideal candidate is a seasoned operations leader with a strong track record in customer-centric environments, particularly in B2C fintech or financial services
- 8+ years of experience in operations leadership, ideally within B2C financial services or fintech
- Demonstrated success in managing both internal teams (front-line support and back-office operations) and external vendors or outsourced partners
- Proven ability to design and execute customer support strategies, with strengths in process optimization and technology-led transformation (including AI implementation)
- Data-driven decision maker with expertise in defining, tracking, and optimizing key performance indicators
- Skilled at building strong cross-functional relationships, especially with Product and Compliance
- Exceptional communication, leadership, and stakeholder management skills, with a customer-first mindset and a data-informed approach
What the job involves
- Empower is seeking a strategic Head of Customer Support and Operations to lead our front-line support and back-office teams, reporting directly to the CFO
- In this critical leadership role, you’ll be responsible for designing and executing scalable, data-driven support and operations strategies that elevate the customer experience while ensuring efficiency, compliance, and alignment with company goals
- You'll partner cross-functionally with teams like Product and Compliance, oversee outsourced vendors, and drive continuous improvement through process optimization and innovative use of technology—including AI
- Lead, develop, and manage both front- and back-of-house support and operations teams, ensuring seamless integration to deliver an exceptional customer experience
- Define and execute customer support and operations strategies aligned with company goals, partnering closely with cross-functional leaders in Product, Compliance, and beyond
- Continuously assess and optimize operational processes to drive efficiency, scalability, and quality of service
- Track key customer satisfaction metrics and implement initiatives to improve experience, responsiveness, and resolution times
- Leverage technology—including AI and automation—to enhance service delivery and streamline operations
- Cultivate a high-performance culture centered on collaboration, accountability, and continuous improvement
- Oversee outsourced support vendors, ensuring contractual and SLA compliance while identifying areas for enhancement or transition
- Proactively identify operational risks and ensure all customer-facing processes align with regulatory requirements and internal standards
Application process
- Initial Recruiter Call: A conversation to learn about your experience and what you're looking for in your next role
- Hiring Manager Interview: A deeper discussion about your background and the Head of Customer Support and Operations opportunity
- Skills Panel: Meet with Empower team members to discuss your expertise and problem-solving approach
- Leadership Conversation: A final conversation with our CEO to discuss how you'll contribute to Empower's mission (and how we can help you achieve your career goals along the way)
Our take
An individual’s credit score greatly influences their life, affecting their ability to rent, receive loans, buy a house, and access affordable interest rates. But you have to have credit to build credit, leaving a lot of people in a catch-22 situation. Empower is a mobile-only app that makes credit more inclusive and accessible, helping customers achieve their credit health goals regardless of their credit history (or lack thereof).
Though other FinTech companies such as Mint or Personal Capital also offer impressive financial tracking for their customers, Empower’s comprehensive set of personal finance features including cash advance and automatic savings offerings make it a better choice for people who want to use a single app to manage their finances.
By empowering people to take control of their money through its range of financial services, Empower is working to break the cycle of paycheck-to-paycheck living. Backed by Blisce, Defy Ventures and Quiet Capital, the company has been significantly growing its revenue in recent years and was recognized in the 2022 Inc. 5000 list of the fastest-growing companies in the US.
Freddie
Company Specialist at Welcome to the Jungle
Insights
45% employee growth in 12 months
Trustpilot (1.9)
Company
Funding (last 2 of 3 rounds)
Sep 2022
$75m
LATE VC
Mar 2020
$20m
SERIES A
Total funding: $99.5m
Company benefits
- Generous equity package
- Full healthcare benefits
- Unlimited personal vacation
- Technology expense reimbursement
- Work from anywhere
Company HQ
Mission District, San Francisco, CA
Leadership
Warren Hogarth
(CEO)Previous Partner at Sequoia Capital and is an Early Investor/Company Builder for multiple companies.
Justin Ammerlaan
(CTO)Founder of Ammerlaan Initiatives and Co-Founder of White Room Trading. Previously worked as a Senior Software Engineer at SDM and a Technical Architect at Fujitsu.
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