Customer Support Representative serving customers with inquiries and orders in USA Sales channel. Collaborating with internal teams and providing exceptional service to ensure customer satisfaction.
About the role
- VP of Customer Experience at Relay, overseeing customer support strategy and team development. Focused on scaling operations for a digital banking platform and ensuring quality outcomes.
Responsibilities
- Define the end-to-end CX vision and long-term experience standards
- Design the support operating model (onshore, BPO, automation, self-service)
- Set multi-year strategy for channels, staffing, and technology
- Anticipate future capacity, risk, and complexity before they become problems
- Build a strong, durable leadership bench and acting as a force multiplier for the team
- Hire and develop senior CX leaders (Directors, Senior Managers) who can independently own execution
- Define what “great” looks like at each leadership level and coach against it
- Increase the organization’s capacity to make decisions without escalation
- Drive business outcomes and accountability for outcomes, not daily metrics
- Own the Voice of Customer strategy and represent customer pain points clearly at the leadership team level
- 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
- Track record of building strong leaders and teams
Benefits
- Health insurance
- Flexible work arrangements
- Professional development opportunities
- Compensation growth based on impact
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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