Head of Customer Experience & AI Enablement

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

Benefits offered by this job

Hybrid work model

Job summary

PatientFi, Inc. in Irvine, CA, seeks a dynamic leader to head the customer experience team in a hybrid role. You will guide day-to-day operations, coach staff, and address escalated inquiries to maintain top-tier service.

You will also shape the AI-driven support ecosystem, ensuring alignment with product updates and knowledge base enhancements. Ideal candidates have 3–5 years in fintech customer support leadership, strong communication, and the ability to thrive in a fast-paced environment.

Qualifications

• 3–5 years of leadership experience in fintech, credit union, or bank.
• Excellent communication and problem solving skills.
• Ability to thrive in a fast-paced, dynamic environment.

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 KPIs, such as response times, resolution rates, and customer satisfaction scores, and take corrective actions as needed.

Skills

Leadership

Communication

Problem solving

Team management

Customer service

Tools

Ultimate AI (Chat/Email)

Poly AI (Voice)

Zendesk Copilot

Job description

PatientFi, Inc. in Irvine, CA, seeks a dynamic leader to head the customer experience team in a hybrid role. You will guide day-to-day operations, coach staff, and address escalated inquiries to maintain top-tier service.

You will also shape the AI-driven support ecosystem, ensuring alignment with product updates and knowledge base enhancements. Ideal candidates have 3–5 years in fintech customer support leadership, strong communication, and the ability to thrive in a fast-paced environment.