TL;DR

Vp, Customer Experience (Fintech): Responsible for scaling the customer support function and designing how frictionless support works, including re-imagining the operating model, shaping CX enablement, managing BPO partners, and ensuring customer insights meaningfully influence product, risk, and business decisions. Focus on building systems, leaders, and leverage as Relay continues to scale.

Company

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money—bringing clarity, confidence, and control to every dollar earned, so they can turn hard work into lasting success.

What you will do

  • Define the end-to-end CX vision and long-term experience standards.
  • Design the support operating model (onshore, BPO, automation, self-service).
  • Build a strong leadership bench and acting as a force multiplier for the team.
  • Ensure customer insights influence Product, Risk, and Policy decisions.
  • Partner closely with Product, Engineering, Risk, Compliance, Finance, and Sales.

Requirements

  • 10+ years of experience in Customer Support or Operations leadership.
  • Proven experience scaling support in a high-growth environment.
  • Deep experience managing and optimizing BPO partnerships.
  • Strong understanding of CX enablement, tooling, and analytics.
  • Ability to balance quality, speed, cost, and risk.
  • Executive presence and comfort operating with ambiguity.

Nice to have

  • Experience in SMB fintech, banking, accounting software, or vertical SaaS.
  • Experience partnering closely with Product teams to evolve product experience to reduce customer friction.
  • Fluency in AI agents and enabling their success within their support journey.

Culture & Benefits

  • You push relentlessly for reinvention.
  • You crave autonomy.
  • You own your work.
  • You treat comfort as a red flag.
  • You’re energized by complexity and ambiguity.
  • You seek out feedback.

Hiring process

  • Stage 1: Intro to Relay with CEO
  • Stage 2: “Portfolio Review”: Deep dive into proudest body of work.
  • Stage 3: White Boarding & Brainstorming session