VP Customer Operations
Insify
VP Customer Operations
Insify seeks a VP Customer Operations to lead AI transformation and own every customer touchpoint across markets. This high-visibility role involves transitioning from human-led support to AI-first interactions while maintaining quality. The ideal candidate has 8+ years in operations, 3+ in senior leadership, and experience scaling multilingual support teams in fintech or regulated environments.
VP Customer Operations
Insify seeks a VP Customer Operations to lead AI transformation and own every customer touchpoint across markets. This high-visibility role involves transitioning from human-led support to AI-first interactions while maintaining quality. The ideal candidate has 8+ years in operations, 3+ in senior leadership, and experience scaling multilingual support teams in fintech or regulated environments.
Salary
Core Qualifications
Technical (Must-have)
Soft Skills
Key Responsibilities
- Own every customer touchpoint across pre-purchase, post-purchase, and claims
- Lead transition from human-led support to AI-first interactions using SmartGuide
- Roll out AI automation across website, WhatsApp, email, voice, and video
- Set and hold quality and speed metrics (CSAT, first response time, resolution time)
- Own post-application customer journey including cross-sell and profile accuracy
- Manage performance of Customer Operations across NL, FR, DE and future markets
- Lead and develop a multilingual team of support and insurance specialists
- Translate business strategy into quarterly Ops priorities and ensure accountability