About the job
AiPrise delivers a global compliance platform used by fintechs, banks, marketplaces, and other platforms to manage onboarding and regulatory checks. The system handles millions of decisions for KYC, KYB, AML, fraud detection, and ongoing monitoring. As AiPrise expands to serve a growing international client base, the operations team plays a key role in meeting the complex regulatory needs of each new onboarding.
The Head of Operations, based in San Jose, will guide the next stage of this growth. This leader will shape how onboarding, support, and customer success are delivered as AiPrise scales. The position focuses on improving operational clarity, speed, and satisfaction across teams and regions.
Customer Onboarding
- Take ownership of the time to first verification, making it a core performance metric.
- Design and oversee the entire onboarding journey, from contract signing to live production.
- Develop integration approaches tailored to both technical and non-technical clients.
- Establish effective handoff processes between sales, onboarding, and customer success teams.
- Create scalable onboarding playbooks for SMB, mid-market, and enterprise customers.
Customer Support
- Implement a tiered support structure with defined SLAs, escalation paths, and on-call rotations.
- Develop a knowledge base and self-service portal for routine inquiries.
- Use AI tools to reduce ticket volume and accelerate response times.
- Coordinate with engineering on customer-impacting incidents and maintain on-call protocols.
Customer Success and Growth
- Lead initiatives for customer retention, renewals, and expansion.
- Build processes for Quarterly Business Reviews, health scoring, and renewal forecasting.
- Identify and pursue upsell and cross-sell opportunities within the client base.

