Head of Customer Experience

What You'll Be Doing

CX Strategy & Vision

• Define and own the multi-year strategy for Parafin's customer experience across all products and partners, including how we apply AI and automation to deliver a faster, higher-quality experience.
• Set the standards, service levels, and operating model for a support organization that scales with the business.

Organizational Leadership

• Build, lead, and develop a multi-layered CX organization — hiring and coaching support managers, defining team structure, and creating clear paths for growth.
• Lead through managers as the team scales.

Performance & Metrics Ownership

• Own the full set of CX KPIs (CSAT, response and resolution times, quality, cost-to-serve) and report on performance and investment needs to the executive team.

Partner & Executive Stakeholder Management

• Serve as the senior CX point of contact for Parafin's partners.
• Represent the voice of the customer in partner reviews and executive forums, and ensure our white-labeled support meets each partner's bar.

Cross-Functional Leadership

• Partner with Product, Engineering, Risk, and Compliance to surface customer pain points, influence the roadmap, and drive systemic fixes rather than one-off resolutions.

Operations, Tooling & Vendors

• Own the CX tech stack (Zendesk and related tooling), automation and AI strategy, headcount planning, budget, and any outsourced/BPO or vendor relationships.

Scaling & Process Design

• Design the processes, playbooks, and quality programs that let support scale efficiently while improving quality and reducing response times.

What We're Searching For

• 10+ years in customer support/customer experience, with 5+ years in leadership, including experience managing managers.
• 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 — using it to deflect routine inquiries, speed up resolution, and free your team to focus on higher-value work, without sacrificing quality or the customer relationship.
• Set strategy and own metrics end to end, and can move fluidly between executive-level planning and hands-on operational problem solving.
• Excellent prioritization skills and are comfortable owning, competing, and shifting priorities across multiple products and partners.
• Excited about solving problems and are always looking for better ways of doing things.
• Strong cross-functional partner and a positive contributor to team and company culture.

We Prefer If You 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.

What We Offer

• Salary Range: $145k to $190k
• Equity grant
• Medical, dental & vision insurance
• Work from home flexibility
• Unlimited PTO
• Commuter benefits
• Free lunches
• Paid parental leave
• 401(k)
• Employee assistance program