TL;DR

Vp, Customer Experience (Fintech): Scaling Relay's customer support function by designing frictionless support, including re-imagining the operating model, shaping CX enablement, and managing BPO partners. Focus on customer insights driving product, risk, and business decisions, ensuring support scales without linear headcount growth.

Company

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money.

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, durable leadership bench and act 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.
  • Provide structured feedback to Product on onboarding friction, activation blockers, and feature adoption gaps.

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.
  • Track record of building strong leaders and teams.

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

  • Compensation follows impact.
  • Team is trusted with big challenges and the freedom to solve them.
  • The company values directness, clarity, and respect and believes honesty fuels great work and career growth.
  • The company is an equal opportunity employer and welcomes people of diverse backgrounds, perspectives, and skills.
  • The company will work with applicants to provide accommodations at any stage of the hiring process.

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.
  • Stage 4: Leadership Deep Dive.
  • Stage 5: Case Study + Values Deep Dive.