Senior Manager, Customer Experience

📋 Description

• Define and own the multi-year strategy for Parafin's customer experience across all products and
• Build, lead, and develop a multi-layered CX organization — hiring and coaching support managers
• Own the full set of CX KPIs (CSAT, response and resolution times, quality, cost-to-serve) and
• Serve as the senior CX point of contact for Parafin's partners. Represent the voice of the customer
• Partner with Product, Engineering, Risk, and Compliance to surface customer pain points, influence
• Own the CX tech stack (Zendesk and related tooling), automation and AI strategy, headcount

🎯 Requirements

• 10+ years in customer support/customer experience, with 5+ years in leadership, including
• Built or substantially scaled a CX or support organization, ideally through a period of rapid growth
• Hands-on experience deploying AI and automation to elevate the customer experience
• Set strategy and own metrics end to end, and can move fluidly between executive-level planning and
• Excellent prioritization skills and comfortable owning, competing, and shifting priorities across
• Strong cross-functional partner and a positive contributor to team and company culture

🎁 Benefits

• Salary Range: $145k to $190k
• Equity grant
• Medical, dental & vision insurance
• Work from home flexibility
• Unlimited PTO
• Commuter benefits