Head of Customer Experience

About the Company

At Parafin, we’re on a mission to grow small businesses. We build tech that makes it simple for small businesses to access the financial tools they need through the platforms they already sell on, partnering with companies like DoorDash, Amazon, and Worldpay.

Responsibilities

• Define and own the multi-year CX strategy, including AI and automation implementation
• Build, lead, and develop a multi-layered CX organization and manage support managers
• Own all CX KPIs including CSAT, response times, quality, and cost-to-serve
• Partner with Product, Engineering, and Risk to drive systemic product improvements
• Manage the CX tech stack, including Zendesk, and oversee vendor/BPO relationships

Requirements

• 10+ years in customer support/experience with 5+ years in leadership managing managers
• Proven track record of building or substantially scaling a CX organization during rapid growth
• Hands-on experience deploying AI and automation to elevate customer experience

Preferred Qualifications

• Experience leading white-labeled or partner/B2B2C support at scale
• Fintech or financial services industry experience
• Deep proficiency with Zendesk administration and CX automation tooling