Senior Manager, Customer Experience

The role

You will own and scale the entire customer experience function. You will set the vision and strategy for supporting small businesses across partner platforms and lead a growing organization of support specialists.

What you will do

• Define and own the multi-year CX strategy across all products and partners.
• Build, lead, and develop a multi-layered CX organization.
• Own the full set of CX KPIs and report to the executive team.
• Serve as the senior CX point of contact for partners.
• Partner with Product, Engineering, Risk, and Compliance to drive systemic fixes.
• Own the CX tech stack, automation, AI strategy, headcount planning, and budget.
• Manage outsourced/BPO or vendor relationships.
• Design processes, playbooks, and quality programs to scale support.

Required qualifications

• 10+ years in customer support/customer experience
• 5+ years in leadership, including experience managing managers
• Experience building or substantially scaling a CX or support organization
• Hands-on experience deploying AI and automation to elevate customer experience
• Ability to set strategy and own metrics end to end
• Excellent prioritization skills
• Strong cross-functional partner

Nice to have

• Experience leading white-labeled or partner/B2B2C support at scale
• Fintech or financial services experience
• Deep proficiency with Zendesk (administration and configuration) and CX automation/self-service tooling
• Experience leading distributed and/or outsourced (BPO) teams
• Experience at an early-stage or hyper-growth startup

Benefits

• Equity grant
• Medical, dental & vision insurance
• Work from home flexibility
• Unlimited PTO
• Commuter benefits
• Free lunches
• Paid parental leave
• 401(k)
• Employee assistance program

About the company

Parafin builds tech that makes it simple for small businesses to access financial tools through the platforms they already sell on. They partner with companies like DoorDash, Amazon, Worldpay, and Mindbody.