Head of Customer Experience & AI Support (Hybrid, Irvine)

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 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.