Job Description
Lead the transformation of NerdWallet’s customer support through AI, redesigning how we resolve customer issues, scale service, and improve satisfaction. In this role, you’ll oversee both the strategic vision and day-to-day operations of our customer support organization, guiding it through a period of innovation and growth. You’ll inherit a strong foundation with established processes, clear metrics, and a high-performing team, and have the opportunity to elevate our support ecosystem through automation and the thoughtful application of emerging AI technologies.
You’ll set direction and empower a talented group of customer service professionals and technical specialists to redefine how we deliver support. As the bridge between operational excellence and cutting-edge AI innovation, you’ll collaborate with cross-functional partners to ensure our systems evolve in step with the business. Success will be measured through improvements in customer satisfaction, resolution times, and operational efficiency.
About NerdWallet
NerdWallet is on a mission to bring clarity to all of life’s financial decisions and every great mission needs a team of exceptional Nerds.