You will lead Customer Operations at Skip, with our Operations Lead and Home Loan Specialists reporting to you. Between them, your team touches the customer at every stage of the journey - first conversation, application, approval, settlement and servicing. You own how that feels.
You are the decision-maker on escalated and sensitive customer matters. Complaints, hardship, distressed settlements, cases where the policy answer and the right answer are not the same. You will make fast, commercially sound calls with real money and real reputation attached, know when to spend to protect a customer relationship and when to hold the line, and be able to explain your reasoning to a founder, a funder or a regulator without flinching.
The other half of the job is building. Every escalation is a signal. You will root-cause them, redesign the process, rewrite the communication, work with Product and Engineering to automate the fix, and then measure whether it actually worked. Over time the escalation volume should fall because of what you built, not because you got faster at firefighting.
This is a player-coach role. You will lead a small, high-calibre team and grow it as we scale, but you will also stay close to the work - reading the real conversations, taking the hardest calls yourself, and making sure the systems you design hold up in practice. At Skip, our leaders roll up their sleeves and contribute alongside their teams.
It is a high agency, high ownership role in a business that moves quickly. If you want a defined lane and a stable playbook, this is not it. If you want to own the customer end of a fast-growing lender and build the function that carries it to the next stage, it is.