Imprint · 9 hours ago
Director of Customer Support Operations
Buffalo-Niagara Area
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expImprint is a company focused on reimagining co-branded credit cards and financial products. As the Director of Customer Support Operations, you will lead the customer support function, ensuring operational efficiency and quality while managing partnerships with vendors.
FinanceFinancial ServicesFinTechLoyalty ProgramsPayments
Responsibilities
Own day-to-day performance management of our BPO partnership, serving as the primary liaison between Imprint and the vendor
Design and implement governance frameworks, including weekly/monthly business reviews with clear follow-up and accountability
Drive cost optimization through accurate forecasting, staffing models, and operational rigor without degrading customer experience
Establish quality assurance frameworks, agent training programs, and continuous improvement processes
Develop and own volume forecasting at the partner level, accounting for nuances in customer behavior and business cycles
Translate operational insights into product and engineering priorities, influencing roadmaps based on support trends
Build measurement systems (CSAT, quality scorecards, efficiency metrics) and use data to drive performance improvements
Work directly in operational details when needed—reviewing tickets, auditing quality, troubleshooting escalations—while maintaining strategic perspective
Qualification
Required
8–10 years of operations experience with progressive responsibility in customer support or customer experience functions
Demonstrated ability to navigate ambiguity, make fast decisions with incomplete information, and maintain forward momentum
Strong track record of building operational systems, governance frameworks, and performance measurement in high-growth environments
Experience managing cross-functional stakeholder relationships and influencing without direct authority
Proven ability to work deeply in operational details while driving strategic outcomes
Data interpretation skills with ability to connect operational patterns to business impact (SQL knowledge not required)
Experience with cost modeling, forecasting, and capacity planning
Strong judgment with bias for action—comfortable failing fast, iterating, and being right most of the time
Genuine team orientation with track record of bringing people along on the journey
Comfortable having difficult performance conversations and holding vendors accountable
Preferred
Experience managing BPO or outsourced customer support partnerships
Background in fintech, payments, or regulated consumer products
Launch readiness and operational enablement experience for new products or partners
Familiarity with Zendesk or similar support platforms (optimization experience valued but teachable)
Experience at companies known for exceptional customer service (Chewy, Chime, Amazon, similar)
Blend of startup and established company experience (seen both scrappy early-stage and mature operations)
Benefits
Competitive compensation and equity packages
Leading configured work computers of your choice
Flexible paid time off
Fully covered, high-quality healthcare, including fully covered dependent coverage
Additional health coverage includes access to One Medical and the option to enroll in an FSA
20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
Access to industry-leading technology across all of our business units, stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity
Company
Imprint
Imprint is a co-brand financial platform that designs, configures, and operates financial products in partnership and loyalty experiences.
51-200 employees
Funding
Current Stage
Late StageTotal Funding
$852MKey Investors
Khosla VenturesHSBC,Mizuho Americas,TruistHedosophia,Khosla Ventures
2025-12-17Series D· $150M
2025-03-31Debt Financing· $500M
2024-10-10Series C· $75M
Leadership Team
Daragh Murphy
Founder and CEO
Recent News
2026-01-16
alleywatch.com
2025-12-24
Company data provided by crunchbase