Manager, Customer Experience

📋 Description

• Lead a multi-channel CX team across email, live chat, and phone.
• Own day-to-day performance, SLAs, and customer outcomes.
• Build operating rhythms, staffing, coaching programs, and standards.
• Use data to manage channel performance, capacity, quality, and productivity.
• Identify recurring pain points, surface bugs, and drive product/customer improvements.
• Hands-on leader who can troubleshoot issues and manage escalations.

🎯 Requirements

• 5+ years in CX/Support; 3+ years managing frontline teams in SaaS/fintech.
• Experience leading multi-channel support (chat/phone); launching/scaling channels.
• Build/improve ops processes, workflows, escalations, quality programs, and KPIs.
• Proven coaching and performance management of frontline/quality staff through growth.
• Data-driven with KPIs; Intercom or similar help desk; strong cross-functional comms.
• Bonus: startup/fintech, AI or automation in support.

🎁 Benefits

• 95% coverage of medical, dental, and vision.
• One-time $250 WFH setup.
• $500/year Learning & Development.
• $150/month cell phone + internet.
• $100/month Wellness.
• $100/month Co-working and Commuter Benefit.
• Flexible PTO.
• Inclusive, equal-opportunity employer.