What you'll own- Ticket operations: Own end-to-end ticket resolution - time to resolution, accuracy and client satisfaction across all accounts globally
- Implementations: Lead the implementation function, ensuring clients go live on time, on scope and with high satisfaction
- Team leadership: Build, manage and develop a high-performing India-based CS team serving clients across the US, UK and Canada
- Cross-functional coordination: Partner with AM, Product and Engineering to resolve complex client issues and feed insights back into the roadmap
- Process excellence: Build scalable support processes, playbooks and escalation frameworks as Ocrolus grows
- Service delivery scope: Ensure every Ocrolus client receives consistent, high-quality support and implementation delivery - you own the service experience, not the commercial relationship
How we'll measure successMetricWhat we're measuringTicket resolution timeAverage and P90 time from ticket open to resolution, by product line and severity
Ticket accuracy% of tickets resolved correctly on first contact; re-open rate
Customer satisfactionCSAT scores on support interactions and implementation completions
Implementation success% of implementations completed on time and on scope; time to go-live
What we're looking forMust have- 7+ years in Customer Success, Support Operations or Implementation - with at least 2 years in a leadership role
- Experience managing offshore/India-based teams serving enterprise clients across multiple geographies
- B2B SaaS or fintech background - you understand how software is deployed, adopted and supported at scale
- Proven track record owning SLA-driven support operations - you track resolution time, accuracy and CSAT obsessively
- Implementation experience - you've run or overseen the onboarding and go-live of complex software for enterprise clients
- Ability to operate across multiple product lines simultaneously - breadth over depth matters here
- Excellent communication skills - you'll manage up to the VP of Account management and down to an India-based delivery team
Nice to have- Experience in lending, fintech, mortgage or financial services software
- Familiarity with document automation, OCR or AI-powered data products
- Experience building CS teams from scratch or through a high-growth phase
- Comfort with data and analytics to diagnose support trends and drive operational decisions
Why this role, why now- Real ownership: this is not a coordinator role - you own the service experience for all accounts
- Growing team: the India-based team is expanding and new product solutions are actively being built
- New York HQ: work from Ocrolus's New York office with a hybrid setup
- Meaningful work: Ocrolus technology helps lenders make faster, fairer credit decisions for millions of borrowers
