Manager, Customer Experience - Fintech Products

Responsibilities

• Own the operating and coverage models for customer experience supporting fintech products, including factoring, fuel cards, and new offerings.
• Lead, manage, coach, and develop onshore customer support specialists and offshore/BPO teams.
• Define and report on CX metrics and KPIs, including CSAT, response and resolution times, cost per contact, and collections performance.
• Serve as the escalation point for complex or sensitive carrier issues.
• Identify and implement automation, AI tooling, and process improvements to reduce costs while maintaining or improving customer experience.
• Own and negotiate offshore/BPO vendor contracts and manage outsourced support partners against performance and quality standards.
• Lead volume, staffing, and budget forecasting for product launches, growth, and seasonality.
• Own carrier-facing collections and document workflows while maintaining compliance and protecting business interests.
• Partner with Product, Engineering, Operations, Risk, Finance, and Data to incorporate carrier feedback into product development and launches.
• Communicate performance, risks, and opportunities to frontline teams and senior leadership.

Requirements

• 8+ years of experience in customer support, customer experience, or service operations.
• 3+ years of people-management experience, ideally across onshore and offshore/BPO teams.
• Experience defining CX metrics and using data to drive operational improvements.
• Experience owning and negotiating vendor/BPO contracts and managing outsourced support partners.
• Experience with forecasting and workforce planning for a growing support organization.
• Strong verbal and written communication skills.
• Empathy, sound judgment, and the ability to balance customer and business needs.
• Ability to independently lead large, ambiguous initiatives in a fast-paced environment.
• Experience with efficiency, automation, and AI tooling in support operations.
• Proficiency with CRM and support software such as Zendesk, HubSpot, or Freshdesk.
• Bachelor's degree or equivalent practical experience.

Nice to Have

• Experience in fintech, banking, or the freight/trucking industry.
• Experience with carrier or customer collections in a regulated or credit-sensitive environment.
• Experience scaling a support organization or implementing a major operating-model change.
• Hands-on experience implementing AI or automation tools in a support organization.
• HubSpot experience.
• Spanish fluency.

Compensation

• Washington-based salary range: $103,718.00–$146,201.00 plus target bonus.