Director, Customer Experience - Transforming SMB Support through Empathy, Innovation, and Scalable Solutions

Join the Relay Team: Revolutionizing Customer Experience in Fintech At Relay, we're on a mission to redefine the customer experience landscape in the fintech industry. As a Director, Customer Experience, you'll be at the forefront of this journey, leading our team to deliver exceptional support to our small and medium-sized business (SMB) customers. With a strong background in customer experience, leadership, and process improvement, you'll drive our customer experience strategy, foster a culture of continuous improvement, and collaborate with cross-functional teams to shape our product roadmap and customer engagement initiatives. About Us: A Dynamic and Remote-First Culture Relay is a remote-first company that thrives on innovation, teamwork, and a passion for delivering world-class customer experiences. Our team is dispersed across different locations, and we're committed to creating a culture that is inclusive, collaborative, and fun. As a Director, Customer Experience, you'll be an integral part of our leadership team, contributing to our company's growth and success while enjoying a flexible and dynamic work environment. Key Responsibilities: Driving Customer Experience Excellence Deliver an exceptional support experience to our SMB customers, characterized by empathy, timeliness, and scalability. Develop and execute strategic plans to drive customer experience excellence, using data-driven insights and process-oriented approaches. Lead and manage a high-performing team, fostering a culture of continuous improvement, mentorship, and talent development. Champion customer priorities cross-functionally, collaborating with product, risk, and engineering teams to integrate customer feedback and issues into our product roadmap and customer engagement initiatives. Design and implement process improvements to the customer experience journey, focusing on automation, friction reduction, and resource optimization. Develop and maintain a customer experience playbook, documenting best practices and guidelines for our team. Explore partnerships and collaborations to enhance our customer experience capabilities, including working with Business Process Outsourcing resources. Stay ahead of emerging customer engagement trends and customer experience preferences, applying this knowledge to inform our strategy and initiatives. Essential Qualifications: The Ideal Candidate To succeed as a Director, Customer Experience at Relay, you'll need: 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 talent development, mentorship, and team management. Experience developing, coaching, and mentoring high-performing teams, with a focus on continuous improvement and talent growth. A collaborative, organized, and execution-oriented mindset, with strong communication skills and a keen analytical approach. A customer-centric and empathetic approach, with a deep understanding of SMB needs and preferences. Fintech experience is an asset, although not required. Preferred Qualifications: Nice to Have Experience working with Zendesk, particularly in reporting and analytics. A background in joining a company at its early stages and navigating its growth and scale. Experience working in a fintech startup, with a understanding of the unique challenges and opportunities in this space. Skills and Competencies: The Relay Way At Relay, we value the following skills and competencies: Strong leadership and team management skills, with a focus on talent development and continuous improvement. Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams. A data-driven and process-oriented approach, with a keen analytical mindset and a focus on driving improvement. A customer-centric and empathetic approach, with a deep understanding of SMB needs and preferences. A passion for innovation and continuous learning, with a commitment to staying ahead of emerging trends and customer experience preferences. Career Growth Opportunities and Learning Benefits As a Director, Customer Experience at Relay, you'll have opportunities for career growth and professional development. Our company is committed to supporting the growth and success of our team members, through regular feedback, coaching, and training. You'll be an integral part of our leadership team, contributing to our company's growth and success while enjoying a dynamic and flexible work environment. Work Environment and Company Culture At Relay, we're passionate about creating a culture that is inclusive, collaborative, and fun. As a remote-first company, we value flexibility and work-life balance, while maintaining a strong sense of community and teamwork. Our team is dispersed across different locations, and we're committed to creating a culture that is engaging, supportive, and productive. Compensation, Perks, and Benefits We offer a competitive salary and meaningful equity, comprehensive health benefits, considerable vacation time, and a range of perks and benefits that support your well-being and productivity. Our goal is to create a work environment that is engaging, supportive, and rewarding. Join Our Team: Make a Difference in Customer Experience If you're a customer experience leader with a passion for innovation, empathy, and scalability, we want to hear from you. As a Director, Customer Experience at Relay, you'll be at the forefront of our customer experience journey, driving our strategy, and shaping our customer engagement initiatives. Apply today to join our team and make a difference in the fintech industry! Apply for this job