Parafin Senior Manager, Customer Experience at Parafin owning and scaling the customer experience function for small business financial tools. Leads CX strategy, team building, and performance metrics.
Responsibilities
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:
Qualification
We Prefer If You Have
Required
You set strategy and own metrics end to end, and can move fluidly between executive-level planning and hands-on operational problem solving
You're excited about solving problems and are always looking for better ways of doing things
You are a 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
