Senior Customer Experience Manager

What You’ll Do

• Own the support org — the people, process, metrics, culture, and escalations
• Set standards, hire to them, and hold the team accountable
• Develop managers and specialists; build career pathing and onboarding infrastructure
• Create a culture of accountability grounded in data and driven by outcomes
• Drive resolution of complex, high-stakes payroll issues end-to-end, orchestrating across product, engineering, tax, and benefits
• Build systems, runbooks, SLA frameworks, and escalation playbooks that prevent issues
• Conduct root cause analysis, surface trends to leadership, and partner with Product and Engineering to close systemic loops
• Act as the voice of the customer at leadership tables

What You Need

• Have led and managed support teams with ownership of headcount, SLAs, performance reviews, and structure (not as a senior IC)
• Built support functions from scratch with a proven track record
• Managing managers or team leads is a strong plus
• 5–8 years in support operations or customer-facing leadership at a fintech, HRIS, or payroll platform
• Deep payroll knowledge: debug tax filing errors, untangle multi-state compliance, explain garnishments
• Hold people accountable without losing them; distinguish activity from results
• Communicate with precision at every level — de-escalate furious customers and brief CEOs on the same issue
• Stay composed under pressure; data-fluent, product-minded, and action-biased
• Write playbooks rather than wait for them

Nice To Haves

• Familiarity with HRIS systems, accounting software (QuickBooks, Xero), or payroll platforms
• Experience at an early-stage or high-growth company
• Track record owning implementation metrics end-to-end with specific numbers attached

Compensation

$112,000 – $181,000 OTE depending on experience, plus equity and full benefits.