# Manager, Customer Experience - Fintech Products

**Company:** [DAT Freight & Analytics](https://hotfix.jobs/companies/dat-freight-analytics)
**Location:** Seattle, WA
**Role:** Customer Success
**Salary:** $104k – $146k/yr
**Experience:** 8+ years
**Skills:** Customer Experience, Customer Support, Cx Metrics, Kpi Reporting, Vendor Management, Workforce Planning, Zendesk, HubSpot, Freshdesk, Automation, Artificial Intelligence, Collections, CRM
**Posted:** 2026-09-04

> Leads customer experience operations for fintech products, managing onshore and offshore teams, vendor performance, workforce planning, metrics, escalations, and automation. Requires 8+ years in support or service operations, people-management experience, and proficiency with CRM and support platforms.

## Job Description

## 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.

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