Customer Service Specialist in CommBank’s Funding & Settlements team managing business loan processes. Collaborating with stakeholders and providing exceptional customer service to internal and external clients.
About the role
- Director of Customer Support Operations overseeing BPO partnerships at fintech company Imprint. Ensuring efficient and high-quality customer support execution for enhanced user experience.
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
Requirements
- 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
- Nice to Have: 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
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Insurance expert providing phone - based broker services and administrative support at Hiscox. Delivering exceptional service and managing inquiries from High Net Worth brokers.
Sales Support Specialist in VIEWENTO handling customer relations, marketing, and operations. Focused on optimizing sales processes within a dynamic marketing team.
Client Support Specialist providing real - time assistance and support to insurance clients using underwriting screening tools. Ensuring effective user experience and addressing queries promptly.
Customer Support Agent at Maurten responsible for handling customer inquiries through Zendesk. Engaging with users and supporting development projects in a hybrid work environment.
Customer Service Representative supporting Asia customers for Teledyne Technologies. Responsible for processing orders, customer service requests, and compliance coordination from Tokyo office.
Customer Experience Quality Analyst at Blue Ridge Communications managing customer feedback and insights. Focused on driving improvement in customer journeys through actionable data analysis and reporting.
Customer Support Representative assisting German - speaking clients with BUX services. Providing support across various channels with a focus on positive user experience.
Solutions Specialist tackling customer automation while utilizing software tools in a dynamic environment. Join a respected team at TLG, caring for employees since 1967.
Customer Service Representative assisting U - Haul customers both inside and outside the center. Providing support for U - Haul products and services, managing rentals, and ensuring excellent service.