Customer Experience Manager

About the Company

Our partner is an expanding FinTech enterprise that develops payroll and back-office software tailored for startups. Their customer experience department includes support, account management, activations, and tax teams, all growing rapidly in line with the overall business.

Job Opportunity

We are seeking a Customer Experience Manager to lead the team of customer support specialists. The role centers on enhancing team productivity, maintaining high response rates, and ensuring superior service quality. While day-to-day client handling is not the primary focus, managing escalations may be required. The manager will be responsible for defining systems, monitoring metrics, and mentoring to support the scaling support function.

Responsibilities

• Lead and supervise a team of customer support specialists.
• Maintain responsibility for performance indicators, response times, and service standards.
• Coach and develop team members as the support division expands.
• Step in to address escalated customer issues.
• Create and improve processes that facilitate customer support for a growing user base.

Requirements

• Minimum of 2 years experience in team management or leadership.
• Experience within the payroll sector.
• Prior experience as an individual contributor before advancing to management roles.
• Comprehensive understanding of support team metrics and operational workflows.
• Advantageous: Experience working with a payroll or HR technology company.