About Tint

Tint enables SaaS platforms and marketplaces to unlock growth and improve profitability through embedded insurance. We offer plug-and-play and white-labeled integrations, equipping brands we partner with a sophisticated mix of technology infrastructure, services, and deep industry expertise. Embedded insurance can transform insurance from a product bought separately to a feature of brands consumers love, and we are on a mission to make that happen.

Happy Tint customers include Turo, Deel, uShip, Guesty, Neighbor, BabyQuip, and CitizenShipper, among others.

We've raised $30M and are backed by world-class investors such as Y Combinator, QED, Deciens, Nyca, Plug and Play, WIN, Soma Capital, and Pioneer Fund.

About the Role

Tint is looking for a Director of Claims & Customer Support to lead our Claims and Customer Support functions, reporting to the Head of Product & Operations. This is a Series A company building embedded P&C insurance programs. Things move fast, priorities shift, and new programs launch on compressed timelines. Insurance has historically been an industry where the customer experience falls short, especially when it matters most. We want to change that, and we need a team who can move faster than anyone in our space while never cutting corners on compliance, integrity, or the customer's experience.

This role lives at the intersection of front-line operations and building for scale. On any given day, you might be coaching an adjuster through a complex claim, reviewing QA on a batch of support calls, or handling a sensitive escalation. At the same time, you're building the repeatable frameworks, SOPs, and processes that allow us to launch and operate new lines of business quickly and consistently. The front-line work gives you the context to build better systems. The systems make the front-line work better.

You'll partner closely with the Head of Product & Operations to shape the operational strategy, including how AI and technology transform claims and customer support. You'll drive execution while collaborating with leadership and cross-functional teams to ensure alignment. We're looking for someone who proactively communicates progress and challenges, brings a point of view on where claims & customer support needs to evolve, and makes it happen. If you want to be part of a team where the playbook is still being written, this is the role.

What you'll do at Tint:

Leadership & Performance

Lead, develop, and performance-manage the claims and customer support teams, 6 people today. Build a culture where the team starts with the customer's point of view in every decision.
Build operational structure in partnership with the Head of Product & Operations: KPIs, SLAs, processes, program playbooks, quality control frameworks, training, reporting, and dashboards
Develop and own repeatable frameworks for standing up claims and customer support in new lines of business.
Collaborate cross-functionally with vertical leaders, product, engineering, finance, and marketing. Challenge ideas that don't serve the customer or the business, and be open to having yours challenged.
Represent Tint's operations externally with TPAs, fronting carriers, wholesale brokers, capacity providers, brand partners, and technology vendors. Lead operational audit preparation and execution.
Partner with the Head of Product & Operations and the product team on tooling, automation, and AI-driven improvements. Embrace new tools and ways of working as they're introduced.

Claims Operations

Run end-to-end claims operations, ensuring fast, fair, and compliant adjudication across all programs.
Ensure compliance with carrier guidelines, state regulations, TPA agreements, and internal requirements.
Serve as the escalation point for complex or sensitive claims.
Identify fraud indicators and implement proactive detection and prevention processes.
Drive continuous improvement on cycle time, severity, closure rates, leakage, QA scores, and SLA adherence.

Customer Support Operations

Run customer support across multiple embedded insurance programs: sales, post-sales, billing, endorsements, and cancellations.
Manage a multi-channel contact center (phone, email, chat), ensuring coverage, quality, and responsiveness as the channel mix evolves.
Maintain SLAs, quality standards, and CSAT/NPS goals.
Drive continuous improvement on speed to answer, abandonment rate, handle time, resolution time, first-contact resolution, and quality scores.

You'll be measured on claims and support KPIs, customer experience outcomes, operational readiness for new program launches, and team development.

Who you are

Required

8+ years in insurance operations with significant claims experience, including 3+ years leading claims teams, building processes, and managing quality frameworks.
Strong claims experience in commercial or personal auto: adjudication, compliance, fraud detection, and quality management.
Experience across multiple lines of business or operational functions.
Demonstrated ability to build operational structure (metrics, SLAs, quality frameworks, reporting) where none existed before.
Knowledge of multi-state P&C insurance regulation and compliance frameworks.
Experience in an insurtech or embedded insurance environment.
Comfort with the pace and ambiguity of a Series A environment. You stand up processes quickly, iterate, and make sound decisions without perfect information.
Intellectually curious. You ask good questions, make sure you understand the problem before jumping to solutions, and actively seek out context you don't have.
A genuine orientation toward the customer experience. You believe claims and support teams exist to serve customers well, not just process transactions.
Strong people manager who hires, coaches, develops, and holds teams accountable.
Thrives when partnering with leadership to shape strategy. You bring a point of view on where operations needs to go, collaborate to align on direction, drive execution independently, and proactively communicate progress, blockers, and issues.
Experience with digital claims tools and CRMs such as Snapsheet and Hubspot.

Bonus Points

Experience managing or contributing to a contact center environment, including familiarity with contact center metrics, channel management, and quality monitoring.
Experience representing operations externally (TPAs, carriers, brokers, partners) and participating in operational audits.
Financial and operational acumen: billing, invoicing, forecasting, and budgeting.
Experience with workflow automation platforms such as Zapier. Adaptable to new tools and ways of working.
Claims or customer support experience in homesharing, transportation, or logistics verticals.
Experience with embedded insurance programs.
Familiarity with the MGA/program administrator model and partner ecosystem.

Mindset & Leadership Traits (What “great” looks like)

Demonstrates a growth mindset: continuously learning, iterating, and raising the bar for both self and team.
Willingness to be wrong: seeks truth over ego, invites feedback, and updates decisions quickly based on new information.
Operates with a fail-fast / learn-fast approach: tests hypotheses, runs tight iteration loops, and scales what works.
Brings strong customer empathy and frontline respect, with a bias toward understanding real customer friction before optimizing processes.
Ideally has carrier-side experience (or meaningful carrier partnerships) to bring a grounded perspective on how insurers operate and make decisions.
Ideally has call center / customer operations experience, with firsthand understanding of service delivery, quality systems, escalations, and customer outcomes.

What We Value Most in a Candidate

Culture is Key. Our team is remote first. We are a diverse, global team that works well together, even when we aren't in person. We are looking for self-motivated candidates who can stay motivated and focused. But don't worry, we're still social! We work collaboratively even though we are remote and travel to team and company retreats throughout the year.
Focused on Results. We are a fast-moving small team with big goals. We need team players that work with a sense of urgency to drive meaningful results for the business. We have clear company goals and a pathway to significant growth. This role is mission-critical to that journey.
Customer-first. Put yourself in the shoes of someone trying to buy our solution. We need a person who can empathize with our customers and help create strategies to continually improve the customer experience.
Adaptability. We're still an early-stage start-up, and things change quickly. If you are energized by learning and discovering on-the-go, this will be an excellent fit for you. We are looking for open-minded candidates that adapt well to changing environments as our company grows and scales.

Why Tint?

Tint isn’t just focused on transforming the entire insurance industry - we have ambitious goals, value merit and open communication, celebrating diversity and unique ideas. At Tint, we support your personal and professional growth by offering the below benefits:

Flexible Working. With team members working across time zones, we are outcome-focused and give our people the flexibility they need to do their best work. To support flexible working, we’ll give you a stipend to get your home office dialed in and we’ll also reimburse you for co-working space memberships.
Flexible Time Off. It's pretty simple: we don't control the days and hours that each of us works, so we're free to manage our time however we want to achieve the goals and deliverables we committed to. We have unlimited vacation time. Use it whenever you need to recharge!
Competitive Compensation. In addition to a competitive salary, you’ll receive equity as part of your offer. We’re all owners - when Tint succeeds, we all succeed! We also help you maximize your money by offering an FSA and a 401(k).
Comprehensive Healthcare. Tint covers 100% of employee (and dependent!) premiums for medical, vision and dental.
Company Retreats to Exciting Locations. We meet in person as a company twice a year to make sure we have time to connect in real life and get to have those conversations that are better done in person. These retreats are a mix of business and fun and we always choose a cool, central-ish location - think Barcelona, Playa del Carmen, Mallorca… Add on a few days of your flexible time off and you’ve *almost* got a free vacation somewhere cool!

Location

This role is fully remote, however our ideal candidate is located in the US. Please note that at this time Tint is unable to support candidates who require employer visa sponsorship.

Pay transparency

It is Tint’s intent to pay all employees competitive wages and salaries that are motivational, fair and equitable. The goal of Tint’s compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage employees to stay with our organization.

This role will receive a competitive base salary, benefits, and equity. The applicable salary range for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected hiring salary ranges for this role are set forth below.

Tier 1 (Bay Area, NYC, LA, Seattle) = $120,000 - $180,000
Tier 2 (Boston, Austin, Chicago, Denver, San Diego, DC) = $110,00 - $162,000
Tier 3 (Rest of the US) = $102,000 - $150,000

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

Resources

We are committed to building a diverse and inclusive company. We welcome people of different backgrounds, experiences, abilities, and perspectives. We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up daily as their authentic selves.

Tint is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. Tint considers qualified applicants with criminal histories consistent with federal, state, local, and international law. In our job application procedures, Tint is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. Please let your recruiter know if you need assistance or accommodation due to a disability.

Director of Claims & Customer Operations

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