Director of Customer Experience Excellence - Transforming SMB Support through Empathy, Innovation, and Scalability

Join the Relay Team: Revolutionizing Customer Experience in Fintech

At Relay, we're on a mission to deliver exceptional customer experiences that exceed the expectations of our Small and Medium-sized Business (SMB) customers. As a Director of Customer Experience Excellence, you will be instrumental in shaping our customer support strategy, driving team growth, and fostering a culture of continuous improvement. If you're passionate about creating world-class customer experiences and have a proven track record of leadership in the customer experience domain, we invite you to join our dynamic team.

About Us

Relay is a fintech company that's redefining the way we support SMBs. Our commitment to empathy, innovation, and scalability sets us apart in the industry. We're a team of dedicated professionals who are passionate about delivering outstanding customer experiences and making a meaningful impact on our customers' businesses. As we continue to grow and evolve, we're seeking a seasoned Director of Customer Experience to lead our customer support team to new heights.

Key Responsibilities

• Deliver Exceptional Support Experiences: Ensure that our SMB customers receive timely, informative, and empathetic support that addresses their needs and exceeds their expectations.
• Drive Team Performance: Lead, mentor, and develop a high-performing customer experience team through strong coaching, talent development, and strategic planning.
• Champion Customer Priorities: Collaborate cross-functionally with teams such as Product, Risk, and Engineering to integrate customer feedback and priorities into our product roadmap and business operations.
• Process Improvement and Innovation: Design and implement process improvements that automate steps, reduce friction, and enhance the overall customer experience journey.
• Data-Driven Decision Making: Utilize data and analytics to drive monthly, quarterly, and annual execution of team KPIs and strategic plans.
• Build a Customer Experience Playbook: Develop and maintain best practices and standards for customer experience delivery, ensuring consistency and excellence across the team.
• Stay Ahead of Industry Trends: Continuously monitor emerging customer engagement trends and customer experience preferences to inform our strategy and stay ahead of the curve.

Requirements and Qualifications

Essential Qualifications

• 6+ years of experience in Customer Experience/Support, with a proven track record of delivering exceptional customer experiences.
• 5+ years of experience in a people leadership capacity, with a strong background in team development, coaching, and mentoring.
• Experience developing and executing strategic plans that drive customer experience excellence.
• Strong analytical and problem-solving skills, with the ability to identify trends, issues, and opportunities.
• Excellent communication and collaboration skills, with the ability to work effectively across functions and teams.
• A passion for building a world-class customer experience engine and driving continuous improvement.

Preferred Qualifications

• Fintech experience, with a deep understanding of the industry and its unique challenges.
• Experience working with Zendesk or similar customer experience platforms, with a focus on reporting and analytics.
• A track record of joining a company at its early stages and driving growth through scale.
• Experience working in a fintech startup environment, with a passion for innovation and adaptability.

What We Offer

At Relay, we're committed to providing a comprehensive benefits package that supports the well-being and success of our team members. Our benefits include:

• Competitive Salary and Meaningful Equity: Every team member gets a piece of the pie, aligning our interests and driving collective success.
• Comprehensive Health Benefits: We offer full health benefits + an HSA/WSA starting from day 1, so you can focus on your health and well-being.
• Considerable Vacation and End-of-Year Holiday Shutdown: We believe in taking time off to reset and recharge, so we come back better for our customers.
• Personal and Professional Growth: Our leaders are committed to supporting your growth and success through regular feedback, coaching, and development opportunities.
• Top-Tier Equipment: We'll provide you with everything you need to produce your best work, from the latest technology to a comfortable and inspiring work environment.
• Team-First Culture: We're passionate about working collaboratively, bonding through team events, and having fun along the way.

Join Our Journey

If you're a seasoned customer experience leader with a passion for innovation, empathy, and scalability, we invite you to join our team at Relay. As a Director of Customer Experience Excellence, you'll have the opportunity to shape our customer support strategy, drive team growth, and contribute to our mission of delivering exceptional customer experiences. Apply now and become a part of our dynamic team!

We're excited to hear from you and explore how you can help us revolutionize customer experience in fintech.