Fintech Customer Experience Lead (Ops & SOPs)

Extend Your Team; United States; Remote; USD 85,000 - 125,000; Full time

Job summary

Extend Your Team is seeking an experienced Customer Experience Manager to lead a US-based support operation for a fintech lending product. You will guide a team, optimize processes, and ensure precise handling of income verification and asset checks.

The role emphasizes SOP-driven workflows, data accuracy, and collaboration with product and risk teams. A Pacific Time schedule and strong English communication are required.

Qualifications

• Core Industry Experience: 2+ years within a US-based consumer lending or mortgage operations ecosystem.
• Technical Income Verification: evaluating asset and income profiles to determine qualifying income for automated credit guidelines (DTI).
• Compliance & Risk: knowledge of BSA/AML, CIP/KYC, OFAC checks and backend reviews.
• Flood Lifecycle: understanding FDPA and SFHDF forms and FEMA mappings.
• Blended Support Capacity: experience in customer-facing roles with financial accounts and precision.
• Fintech & Tooling: proficient with ZenDesk, Asana, Google Workspace, CRM platforms.
• Operational Precision: attention to detail and zero drift in a regulated environment.
• Communication Mastery: clear, fast English communication.
• Educational Baseline: Bachelor’s degree or equivalent in financial services or related field.
• Shift Logistics: able to work US Pacific Time hours (9:00–18:00).
• Team Leadership: track record of leading high-performing teams.

Responsibilities

• Responding to customer queries in a timely & effective manner via ZenDesk or other customer support tools
• Documenting & logging issues (as well as customer compliments & complaints)
• Working with customers to help them go through our application flow when required
• Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems
• Leading, mentoring, and managing a team of support specialists to drive operational efficiency and high performance
• Owning team metrics, SLAs, and KPIs, analyzing performance data to identify trends and optimize processes
• Exercising strong agency and initiative to solve complex operational challenges and steer the team toward success
• Drafting, maintaining, and continuously refining rigorous Standard Operating Procedures (SOPs) for income processing and multi-layered asset verification workflows, ensuring zero drift, process scalability, and absolute data accuracy.

Skills

Customer service

English communication

Team leadership

Attention to detail

Operational thinking

Education

Bachelor’s degree or equivalent

Tools

ZenDesk

Asana

Google Workspace

CRM

Job description

Extend Your Team is seeking an experienced Customer Experience Manager to lead a US-based support operation for a fintech lending product. You will guide a team, optimize processes, and ensure precise handling of income verification and asset checks.

The role emphasizes SOP-driven workflows, data accuracy, and collaboration with product and risk teams. A Pacific Time schedule and strong English communication are required.