Customer Experience Manager

PatientFi; Irvine (CA); Hybrid; USD 70,000 - 75,000; Full time

Job summary

PatientFi is seeking a setor-leading leader to head its customer service team in Irvine. This hybrid role focuses on guiding the team, coaching staff, and managing day-to-day operations of customer support within a fintech lending environment.

You will oversee escalations, drive training, and partner with cross-functional teams to ensure consistent, high-quality service while advancing our AI-assisted support ecosystem and learning center.

Qualifications

• Leadership experience in a fintech or banking context
• Strong communication and problem-solving abilities
• Ability to manage and mentor a fast-paced, hybrid team
• Experience with customer support platforms and AI-assisted tooling

Responsibilities

• Lead and supervise the customer support team to maintain high performance
• Provide training and development for team members
• Handle escalated inquiries and ensure prompt resolutions
• Oversee daily operations, scheduling, and coverage
• Improve processes and drive continuous service improvements
• Administer and optimize the AI tools in the customer service stack

Job description

PatientFi® is a technology-based, point-of-sale financing company in Irvine, CA that partners with healthcare providers to offer patients a friendly payment solution for out-of-pocket medical and dental procedures. The company serves various healthcare specialties, including plastic surgery, dermatology, ophthalmology, dentistry, fertility, and medical spas. PatientFi's mission is to expand patient access to elective healthcare treatments by removing the cost barrier and providing patients with a convenient payment option.

Summary:

This is an amazing opportunity to lead the highest rated customer service team in lending. Period. You will be responsible for providing leadership and guidance to the customer experience team, handling escalated customer inquiries, and managing the day-to-day operations of customer support at PatientFi.

THIS IS A HYBRID ROLE IN IRVINE, CA.

Responsibilities

• Lead and supervise the customer support team, providing coaching, mentoring, and support to team members to ensure high performance and productivity
• Provide training and ongoing development opportunities for team members to enhance their skills, knowledge, and abilities in customer service, problem-solving, and product knowledge
• Address complaints received from organizations such as BBB, ensuring prompt responses and satisfactory resolutions
• Handle escalated customer inquiries and follow through to resolve problems in a timely and efficient manner, maintaining a high level of customer satisfaction
• Coordinate with other departments or third parties as necessary to address customer concerns and ensure seamless resolution of issues
• Oversee the daily operations of the customer support team, including managing schedules, ensuring adequate coverage, and prioritizing tasks
• Contribute to the development and enhancement of our learning center
• Track team performance metrics and key performance indicators (KPIs), such as response times, resolution rates, and customer satisfaction scores, and take corrective actions as needed to meet performance targets
• Identify opportunities to streamline processes, improve efficiency, and enhance the customer support experience, and implement changes to drive continuous improvement
• Implement performance management strategies to monitor team performance, identify areas for improvement, and recognize achievements
• Foster a culture of open communication, collaboration, and teamwork within the customer support team and across departments. Utilize problem-solving skills to identify root causes of customer issues and implement effective solutions to prevent recurrence
• Be responsible for the end-to-end management, optimization, and performance of the AI ecosystem within the Customer Service department.
• Serve as the primary administrator for Ultimate AI (Chat/Email), Poly AI (Voice), and Zendesk Copilot
• Monitor live interactions to identify intent gaps; update bot flows, verbiage, and logic to increase resolution rates.
• Ensure all AI responses are synchronized with company updates (e.g., website verbiage changes, new product launches) and the internal Knowledge Base/Help Center.

Pay: $70,000.00 - $75,000.00 Annual; Up to 15% Annual Bonus

Desired Skills / Experience

• 3-5 years of leadership experience in a fintech, credit union, or bank.
• Excellent communication, interpersonal , and problem solving skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Strong leadership and team management skills - with a focus on talent development.

(NOTE: At this time, PatientFi is unable to sponsor or take over sponsorship of an employment Visa.)

• PatientFi provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristics protected by federal, state or local law