New York, New York, United States · Hybrid
Come build at the intersection of AI and fintech. At Ocrolus, we’re on a mission to help lenders automate workflows with confidence—streamlining how financial institutions evaluate borrowers and enabling faster, more acc…
Skills: Customer Success Management, Support Operations, Implementation Management, Team Leadership, SLA Management
United States · Hybrid
$120k–$150k/yr
Come build at the intersection of AI and fintech. At Ocrolus, we’re on a mission to help lenders automate workflows with confidence—streamlining how financial institutions evaluate borrowers and enabling faster, more acc…
Skills: Account Management, Growth Management, Change Management, Upselling, Cross-selling
India · Remote OK
Come build at the intersection of AI and fintech. At Ocrolus, we’re on a mission to help lenders automate workflows with confidence—streamlining how financial institutions evaluate borrowers and enabling faster, more acc…
Skills: Engineering Leadership, System Design, Distributed Systems, LLMs, RAG
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Lead the end-to-end service experience, overseeing ticket resolution, implementation success, and the management of an India-based customer success team. Partner with product and engineering teams to resolve complex issues and build scalable support processes and playbooks.
Requires 7+ years in Customer Success or Support Operations with at least 2 years in a leadership role managing offshore teams. Must have a B2B SaaS or fintech background with a proven track record of owning SLA-driven operations and complex enterprise implementations.
Come build at the intersection of AI and fintech. At Ocrolus, we’re on a mission to help lenders automate workflows with confidence—streamlining how financial institutions evaluate borrowers and enabling faster, more accurate lending decisions.
Our AI workflow and analytics platform for lenders is trusted at scale, processing nearly one million credit applications every month across small business, mortgage, and consumer lending. By integrating state-of-the-art open- and closed-source AI models with our human-in-the-loop verification engine, Ocrolus captures data from financial documents with over 99% accuracy. Thanks to our advanced fraud detection and comprehensive cash flow and income analytics, our customers achieve greater efficiency in risk management, and provide expanded access to credit—ultimately creating a more inclusive financial system.
Trusted by more than 400 customers—including industry leaders like Better Mortgage, Brex, Enova, Nova Credit, PayPal, Plaid, SoFi, and Square—Ocrolus stands at the forefront of AI innovation in fintech. Join us, and help redefine how the world’s most innovative lenders do business.
Metric |
What we're measuring |
Ticket resolution time |
Average 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 satisfaction |
CSAT scores on support interactions and implementation completions |
Implementation success |
% of implementations completed on time and on scope; time to go-live |
We’re a team of builders, thinkers, and problem solvers who care deeply about our mission — and each other. As a fast-growing, remote-first company, we offer an environment where you can grow your skills, take ownership of your work, and make a meaningful impact.
Our culture is grounded in four core values:
Empathy – Understand and serve with compassion
Curiosity – Explore new ideas and question the status quo
Humility – Listen, be grounded, and remain open-minded
Ownership – Love what you do, work hard, and deliver excellence
We believe diverse perspectives drive better outcomes. That’s why we’re committed to fostering an inclusive workplace where everyone has a seat at the table, regardless of race, gender, gender identity, age, disability, national origin, or any other protected characteristic.
We look forward to building the future of lending together.
Ocrolus is a leading AI-powered workflow and analytics platform for lenders.
Ocrolus is a leading AI-powered workflow and analytics platform for lenders. We automate underwriting workflows across small business, mortgage, and consumer lending, delivering a best-in-class solution for analyzing financial documents. Our platform classifies documents, extracts key data, detects fraud, and delivers comprehensive cash flow and income analysis—all with exceptional precision and reliability. With Ocrolus, lenders can streamline the borrower experience, scale operations efficiently, and manage risk with greater confidence.
Offices: 285 Fulton Street, Suite 77C, New York, New York 10007, US
Ocrolus is a leading AI-powered workflow and analytics platform for lenders.
Ocrolus is a leading AI-powered workflow and analytics platform for lenders. We automate underwriting workflows across small business, mortgage, and consumer lending, delivering a best-in-class solution for analyzing financial documents. Our platform classifies documents, extracts key data, detects fraud, and delivers comprehensive cash flow and income analysis—all with exceptional precision and reliability. With Ocrolus, lenders can streamline the borrower experience, scale operations efficiently, and manage risk with greater confidence.
Offices: 285 Fulton Street, Suite 77C, New York, New York 10007, US
