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 Operations to lead our Claims and Customer Support functions. This role reports to the Head of Product & Operations and is responsible for building, scaling, and running a high-performing operations organization across Tint's embedded P&C insurance programs.
This is a ground-floor opportunity to shape how a fast-growing insurtech delivers on its promises. Insurance has historically been an industry where the customer experience falls short — especially at the moments that matter most, like filing a claim or getting help with a policy. We want to change that. You'll build the operational engine behind Tint's claims and customer support — setting the standards, developing the team, and creating the systems that allow us to scale while delivering an experience that genuinely delights customers. You'll also be in the room with our partners — carriers, TPAs, brokers, and brand partners — as the person they trust to represent how Tint serves our customers on a day-to-day basis. If you want to be a part of a team where the playbook is still being written, this is the role.
As a Series A company, things move fast, priorities shift, and new programs launch on compressed timelines. We need someone who can move faster than anyone in our space while never cutting corners on compliance, integrity, or the customer's experience. You'll collaborate heavily with cross-functional teams — vertical leaders, product, engineering, finance, marketing, and others — to accomplish ambitious outcomes. You'll also partner closely with the Head of Product & Operations on how AI and technology can fundamentally improve how claims and customer support work. We're looking for someone who is excited about that evolution, not resistant to it.
What you'll do at Tint:
Leadership & Performance
- Lead, develop, and performance-manage the claims and customer support teams, including hiring, coaching, quality oversight, and accountability. Build a culture where the team starts with the customer's point of view in every decision.
- Build operational structure from the ground up: define and track KPIs, establish SLAs, implement quality control frameworks, and create reporting and dashboards so the organization runs on data — not assumptions.
- Establish and maintain SOPs, audit frameworks, and documentation practices across both functions.
- Collaborate cross-functionally with vertical leaders, product, engineering, finance, marketing, and other departments to drive operational improvements and support company-wide goals. Bring a direct, constructive voice to those partnerships — challenge ideas that don't serve the customer or the business, and be open to having your own ideas challenged.
- Represent Tint's claims and customer support operations externally in discussions and meetings with TPAs, fronting carriers, wholesale brokers, capacity providers, brand partners, and technology vendors.
- Lead operational audits, ensuring Tint meets the standards required by our insurance partners, regulators, and compliance frameworks.
- Identify friction points in customer and teammate workflows and drive cross-functional resolution. When in doubt, default to what's best for the customer.
- Support headcount planning, forecasting, and operational readiness as the business scales.
- Serve as the escalation point for complex, high-severity, or sensitive claims and customer issues.
- Partner with the Head of Product & Operations and the product team on tooling, automation, and AI-driven workflow improvements.
- Evolve processes and workflows within technology platforms and embrace emerging AI technology — both proprietary and third-party tools — to improve efficiency, accuracy, and team effectiveness.
Claims Operations
- Own Tint's end-to-end claims operations, ensuring fast, fair, and compliant adjudication across all programs. Every claim is someone's worst day — the team should treat it that way.
- Ensure compliance with carrier guidelines, state regulations, TPA agreements, and internal requirements — moving with speed and agility while maintaining full regulatory integrity.
- Serve as the escalation point for complex, high-severity, or sensitive claims.
- Identify fraud indicators and implement proactive fraud detection and prevention processes.
- Drive continuous improvement on claims-specific KPIs: cycle time, severity, closure rates, leakage, QA scores, and SLA adherence.
Customer Support Operations
- Own customer support operations across multiple embedded insurance programs, covering sales, post-sales support, and servicing including billing, endorsements, and cancellations.
- Build and maintain SLAs, quality standards, and CSAT/NPS goals for the support function. Set the bar high — we're not optimizing for "acceptable," we're building the customer experience insurance should have always had.
- Establish SOPs, clear workflows, escalation paths, and documentation for customer-facing processes.
- Manage billing, invoicing, and partner reporting processes with a high degree of accuracy and timeliness.
- Drive continuous improvement on support-specific KPIs: response time, resolution time, CSAT, escalation rates, and first-contact resolution.
Who you are
- 8+ years in insurance operations with significant claims leadership experience, including building and running claims teams, processes, and quality frameworks.
- Strong claims experience in commercial or personal auto lines — adjudication, compliance, fraud detection, and quality management in an auto claims environment.
- Experience across multiple operational functions or lines of business.
- Proven ability to lead across multiple operational functions.
- Experience representing operations externally — with TPAs, carriers, brokers, or partners — and leading or supporting operational audits.
- Demonstrated ability to build operational structure from the ground up: defining metrics, SLAs, quality frameworks, and reporting where none existed before.
- Comfort with the pace and ambiguity of a Series A environment — you can stand up processes quickly, iterate based on what you learn, and make sound decisions without perfect information while maintaining compliance rigor.
- A genuine orientation toward the customer experience. You believe claims and support teams exist to serve customers well — not just to process transactions — and you build teams and processes that reflect that.
- Strong people manager who can hire, coach, develop, and hold teams accountable while building trust and a positive team culture. You care personally about your team's growth and you're direct and honest with feedback.
- Comfortable operating with a strategic leader setting direction — you thrive when given clear vision and the authority to execute and build within it.
- Excellent written and verbal communication skills, with the ability to represent Tint professionally to external partners and to influence and coach internally at all levels.
- Financial and operational acumen — billing, invoicing, forecasting, and operational budgeting.
- Knowledge of multi-state P&C insurance regulation and compliance frameworks.
- Experience with digital claims tools, CRMs, call center technology and workflow automation platforms (such as Hubspot, Snapsheet Vice, Dialpad).
- Experience in an insurtech, MGA, program administrator, or embedded insurance environment.
- Genuine curiosity about AI and technology's role in transforming insurance operations — you don't need to be technical, but you should be excited about what's possible and willing to experiment.
- Able to travel to team and company offsites both domestically and internationally 2 - 4x per year.
Bonus Points
- Experience with claims or customer support in verticals such as homesharing and transportation and logistics.
- Experience with embedded insurance programs.
- Familiarity with the MGA/program administrator model and the partner ecosystem (fronting carriers, wholesale brokers, capacity providers)
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.
