Director, Customer Experience

1 нед. назад

190k–290k USD / yearUSADirectorHybrid

Leadership role focused on enhancing and scaling customer experience for a growing financial SaaS product with complex support and product needs.

Обязанности

wins when our customers win. ’s customer base is scaling rapidly, spanning more businesses, more users, and more use cases across increasingly complex finance operations. At the same time, our expanding product surface area — from cards and expense management to bill payments, procurement, vendor management, accounting automation, and emerging products — is creating more nuanced customer needs and more cross-functional support moments. AI is changing what is possible in parallel: giving CX new ways to route, resolve, and guide customers, while raising the bar for where human judgment, specialization, and consultative support matter most.
We are hiring a Director to lead a critical part of our omni-channel Customer Experience organization: the teams and leaders serving customers across Phone, Email, and Chat. You will lead within a 24/7 customer operation, ensuring the right coverage, leadership, and customer experience across channels. This role is accountable for the performance of its channel portfolio, helping customers get the right answer quickly and delivering consistent results across quality, speed, productivity, and customer satisfaction.
The role combines direct leadership of channel teams with close partnership across CX Operations, CX Specialized teams, CX AI Ops, and Product Operations. You will develop strong managers and frontline teams, create real accountability, and stay close enough to the work to understand where customers and teams are getting stuck. You will translate the department’s direction into clear priorities, stronger operating routines, and measurable improvements across Phone, Email, and Chat.
Because ’s CX team sits within the Product organization, this role has close ties to the technical teams and products our customers use every day. That proximity gives CX a unique opportunity to turn frontline insight into better workflows, stronger product feedback loops, and an AI-powered way of working.
This role is a strong fit for a thoughtful, hands-on leader who learns quickly, raises the bar, and makes clear decisions in a fast-changing environment. You are comfortable owning the day-to-day, rolling up your sleeves to understand the work and the product deeply, developing people, setting high standards, and turning complex problems into clear plans that improve outcomes for customers and teams. You will help define how managers lead, how frontline teams use AI and automation, where human judgment matters most, how channels work together, and how CX scales through ’s next chapter.
If you love building high-performing teams, solving hard operational problems, and helping customers win through rapid product, business, and AI-driven change, this role is for you.

Будет плюсом

Experience leading multiple customer-facing channels, such as Phone, Email, Chat, or other real-time and asynchronous support operations.
Experience in FinTech, financial services, or another complex, highly regulated environment.
Experience partnering with operations, product, or tooling teams to improve customer-facing workflows across multiple teams.
Experience scaling customer operations at a high-growth startup.

Условия

For candidates located in New York City or San Francisco, the base salary range for this role is $220,000–$290,000. For candidates located in all other locations, the base salary range will be between $190,000-$260,000.
Flexible PTO
Centralized home-office equipment ordering
Health and wellness stipend
Budget for intra-office travel
Weekly coffee stipend

Другое

is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $200B in annualized spend flows in and out of 70,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books.
The problems are high-stakes, data-dense, and unforgiving.
We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At , everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome.
The median customer saves 5% and grows revenue 16% in their first year – far in excess of businesses operating without . We believe every ambitious company deserves the same.
If you want to build systems that directly shape how companies move and manage billions, is the place to do it.
Own day-to-day channel execution — lead Phone, Email, and Chat teams, stay close to the work, and drive frontline performance across customer satisfaction, quality, service levels, resolution quality, and productivity.
Develop CX leadership — coach Managers, set clear expectations, and build accountability for team performance and customer outcomes.
Serve as an escalation point — help resolve high-priority customer and internal escalations, bringing sound judgment, urgency, and clear communication to complex issues.
Improve tools, workflows, and channel execution — use product knowledge, customer feedback, quality findings, and performance data to improve operating routines, resolve cross-channel trade-offs, and partner with CX Operations, CX Specialized teams, AI, Product Operations, Product, Engineering, Risk, and other stakeholders on better workflows and automation opportunities.
Challenge how we operate — evaluate whether our metrics, workflows, team structures, training, and operating model meet today’s customer and business needs. Bring a founder mindset by questioning assumptions, testing new approaches, and helping the organization evolve.
Shape the AI-powered future of CX — define how CX should evolve as grows, including how managers lead, how frontline teams use AI and automation, where specialization improves the customer experience, and where human judgment should be elevated.
Turn strategy and emerging opportunities into scalable operations — translate department priorities and new business areas into clear channel plans, repeatable processes, strong change management, and high adoption across Phone, Email, and Chat.
Experience as a leader who has managed large, complex operational teams in a fast-paced environment; traditional support experience is valuable but not required.
Exceptional learning agility and horsepower, with startup or similarly high-ownership operating experience; you learn new domains quickly, move through ambiguity, and build structure without waiting for perfect information.
A record of improving customer-facing operations through rigorous analysis, strategic problem solving, and strong execution, including finding practical solutions to complex problems others may miss.
An empathetic, direct leadership style that develops people while holding a high personal and team bar for performance, quality, ownership, and follow-through.
Strong written and verbal communication, including the ability to align teams and cross-functional partners around difficult decisions.
A builder mentality around technology and operations, with experience using AI, automation, or workflow tooling to transform the customer and team experience and drive changes from idea to adoption.
Curiosity about the business behind the support motion, with the ability to connect customer needs, product complexity, frontline workflows, and company priorities.
100% medical, dental & vision insurance coverage for you, with partial coverage for dependents
One Medical annual membership
401(k), including employer match on contributions made while employed by
Fertility HRA (up to $10,000 per year)
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
Pet insurance
In-office perks: lunch, snacks, drinks, and more
Relocation expense coverage to NYC or SF (if needed)
Group medical, dental, and vision coverage through Sun Life
Life, AD&D, and disability coverage
Fertility drug coverage (up to $4,000 lifetime)
Group Retirement Plan with employer match (RRSP + DPSP)
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay
Employee Assistance Program and virtual care through Lumino Health
Private medical insurance through Freedom Elite
Virtual GP and at-home care via eMed x Livi
Workplace pension through Penfold, with salary sacrifice option
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced pay
If you are being referred for the role, please contact that person to apply on your behalf.
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