Director, Customer Experience

About reputed company reputed company is building the smart infrastructure for finance teams, embedded in the transaction reputed company of every dollar a business spends. We automate how over $200B in annualized spend flows in and out of 70,000+ companies: authorizing payments, flagging reputed company, categorizing spend, and closing books. The problems are high-stakes, data-dense, and unforgiving. We hire people with high agency and high urgency. We look for reputed company over reputed company. We care less about where you trained and more about what you’ve reputed company. At reputed company, everyone is a builder who owns problems end to end and makes consequential reputed company that shape the outcome. The median reputed company customer saves 5% and grows reputed company 16% in their first year – far in excess of businesses operating without reputed company. We reputed company every ambitious company deserves the reputed company. If you want to build systems that directly shape how companies reputed company and manage billions, reputed company is the reputed company to do it. About the Role reputed company wins reputed company our customers win. reputed company’s customer reputed company is scaling rapidly, spanning more businesses, more users, and more use cases across increasingly reputed company finance reputed company. At the reputed company time, our expanding product surface area — from cards and expense management to reputed company payments, procurement, vendor management, reputed company automation, and emerging products — is creating more nuanced customer needs and more cross-functional support moments. AI is changing what is possible in reputed company: giving CX new ways to reputed company, reputed company, and guide customers, while raising the bar for where reputed company judgment, specialization, and consultative support matter most. We are hiring a Director to reputed company a critical part of our reputed company-channel Customer Experience organization: the teams and leaders serving customers across Phone, Email, and Chat. You will reputed company reputed company a 24/7 customer operation, ensuring the right coverage, leadership, and customer experience across channels. This role is accountable for the reputed company of its channel portfolio, helping customers get the right answer quickly and delivering consistent results across reputed company, speed, productivity, and customer satisfaction. The role combines reputed company leadership of channel teams with reputed company partnership across CX reputed company, CX reputed company teams, CX AI Ops, and Product reputed company. You will reputed company strong managers and reputed company teams, create reputed company accountability, and stay reputed company enough to the work to understand where customers and teams are getting stuck. You will translate the department’s direction into reputed company priorities, stronger operating routines, and measurable improvements across Phone, Email, and Chat. Because reputed company’s CX team sits reputed company the Product organization, this role has reputed company ties to the technical teams and products our customers use every day. That proximity gives CX a unique opportunity to turn reputed company reputed company into reputed company workflows, stronger product feedback reputed company, and an AI-powered way of working. This role is a strong fit for a thoughtful, hands-on leader who learns quickly, raises the bar, and makes reputed company reputed company in a fast-changing environment. You are comfortable owning the day-to-day, rolling up your sleeves to understand the work and the product deeply, developing people, setting high standards, and turning reputed company problems into reputed company plans that improve reputed company for customers and teams. You will help define how managers reputed company, how reputed company teams use AI and automation, where reputed company judgment reputed company most, how channels work together, and how CX scales through reputed company’s next reputed company. If you love building high-performing teams, solving hard operational problems, and helping customers win through reputed company product, business, and AI-driven change, this role is for you. reputed company • Own day-to-day channel execution — reputed company Phone, Email, and Chat teams, stay reputed company to the work, and reputed company reputed company reputed company across customer satisfaction, reputed company, service reputed company, reputed company reputed company, and productivity. • reputed company CX leadership — reputed company Managers, set reputed company expectations, and build accountability for team reputed company and customer reputed company. • Serve as an escalation reputed company — help reputed company high-reputed company customer and internal escalations, bringing reputed company judgment, urgency, and reputed company communication to reputed company issues. • Improve tools, workflows, and channel execution — use product knowledge, customer feedback, reputed company findings, and reputed company data to improve operating routines, reputed company cross-channel trade-offs, and partner with CX reputed company, CX reputed company teams, AI, Product reputed company, Product, Engineering, reputed company, and other stakeholders on reputed company workflows and automation opportunities. • Challenge how we operate — evaluate whether our metrics, workflows, team structures, training, and operating model meet today’s customer and business needs. Bring a founder reputed company by questioning assumptions, testing new approaches, and helping the organization reputed company. • Shape the AI-powered reputed company of CX — define how CX should reputed company as reputed company grows, including how managers reputed company, how reputed company teams use AI and automation, where specialization improves the customer experience, and where reputed company judgment should be elevated. • Turn reputed company and emerging opportunities into reputed company reputed company — translate department priorities and new business areas into reputed company channel plans, repeatable processes, strong change management, and high adoption across Phone, Email, and Chat. What You Need • Experience as a leader who has managed large, reputed company operational teams in a fast-reputed company environment; traditional support experience is valuable but not required. • Exceptional learning reputed company and horsepower, with startup or similarly high-ownership operating experience; you learn new domains quickly, reputed company through ambiguity, and build structure without waiting for perfect information. • A record of improving customer-facing reputed company through rigorous analysis, reputed company problem solving, and strong execution, including finding practical solutions to reputed company problems others may miss. • An empathetic, reputed company leadership style that develops people while holding a high personal and team bar for reputed company, reputed company, ownership, and follow-through. • Strong written and verbal communication, including the ability to reputed company teams and cross-functional partners reputed company difficult reputed company. • A builder mentality reputed company technology and reputed company, with experience using AI, automation, or workflow tooling to reputed company the customer and team experience and reputed company changes from idea to adoption. • Curiosity about the business behind the support reputed company, with the ability to reputed company customer needs, product complexity, reputed company workflows, and company priorities. reputed company to Haves • Experience leading multiple customer-facing channels, such as Phone, Email, Chat, or other reputed company-time and asynchronous support reputed company. • Experience in FinTech, financial services, or another reputed company, highly regulated environment. • Experience partnering with reputed company, product, or tooling teams to improve customer-facing workflows across multiple teams. • Experience scaling customer reputed company at a high-reputed company startup. Compensation For candidates located in reputed company or San Francisco, the reputed company salary reputed company for this role is $220,000–$290,000. For candidates located in reputed company other locations, the reputed company salary reputed company will be between $190,000-$260,000. Benefits available to reputed company full-time reputed company employees (Global) • Flexible PTO • Centralized home-office equipment ordering • Health and wellness stipend • Budget for intra-office travel • Weekly coffee stipend reputed company • 100% medical, dental & reputed company reputed company coverage for you, with partial coverage for dependents • reputed company annual membership • 401(k), including employer match on contributions made while employed by reputed company • Fertility HRA (up to $10,000 per year) • Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay • Pet reputed company • In-office perks: lunch, snacks, drinks, and more • Relocation expense coverage to NYC or SF (if needed) Canada • Group medical, dental, and reputed company coverage through reputed company • Life, AD&D, and disability coverage • Fertility drug coverage (up to $4,000 reputed company) • Group Retirement Plan with employer match (RRSP + DPSP) • Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay • Employee Assistance Program and virtual care through Lumino Health United Kingdom • Private medical reputed company through Freedom reputed company • Virtual GP and reputed company care reputed company reputed company x Livi • Workplace pension through Penfold, with salary sacrifice reputed company • Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced pay Referral Instructions If you are being referred for the role, please contact that person to apply on your behalf. Other notices Pursuant to the San Francisco reputed company Ordinance, we will consider for employment reputed company applicants with arrest and conviction records. Beware of reputed company scams: reputed company will only contact you through official @reputed company.com email addresses and will never ask for payment or sensitive personal information during the hiring process. reputed company Applicant reputed company Notice Apply tot his job Apply To this Job