Director, Customer Experience

Description:
• Deliver an exceptional support experience. For our SMBs that means providing an empathetic, informative, and timely response Always considering scalability as well.
• Find ways in the longer term to serve our customers with excellence and efficiently
• Drive monthly, quarterly, and annual execution of your team’s KPIs and strategic plans, using a process-oriented and data-driven approach
• Champion customer priorities cross-functionally, such as collaborating and communicating with product to influence customer experience initiatives within the product roadmap
• Maintain full visibility and status on cross-functional efforts to deliver feedback surfaced by our customers
• Design and develop process improvement to the customer experience journey with a focus on automating steps, reducing friction, and providing resources and support for agents to handle increasing types of questions and issues
• Hire and build a high-performing team through strong mentorship and talent... development while identifying key opportunities for growth and up-leveling. Represent our core values of Relay in all you do
• Drive best practices and continuous improvement, including building a customer experience playbook
• Work with the risk leadership team on forward thinking initiatives to ensure our CX delivery model evolves as the business continues to scale
• Explore partnerships, including working with Business Process Outsourcing resource
• Champion ongoing learning and continuous improvement across your team and our business; provide support, education, and training to different teams to build a world class customer experience team
• Collaborate with cross-functional teams (Risk, Product, Engineering, etc.) to ensure customer feedback and issues are integrated into every aspect of our product
• Stay ahead of emerging customer engagement trends and customer experience preferences

Requirements: • You have 6+ years of experience in Customer Experience/ Support • You have 5+ years of experience in a people leadership capacity • You have experience developing, coaching and mentoring high-performing teams • You have fintech experience (an asset) • You are collaborative, organized, and execution-oriented with strong communication skills • You have a keen analytical approach to identifying trends, issues, and opportunities. You are highly process-oriented – you can drive improvement in complex cross-departmental processes • You love teamwork and commitment to building a world-class global customer experience engine together • You are empathetic and humble; and can truly understand the needs of SMBs and teams. • Bonus Points: • You love maximizing the potential of ZenDesk when it comes to reporting and analytics • You’ve joined a company at its early stages and have seen it through scale • You have experience working in a fintech startup

Benefits:
• Competitive salary and meaningful equity: every team member gets a piece of the pie.
• Comprehensive health benefits: we offer full health benefits + an HSA/WSA starting from day 1 so you get the coverage you need.
• Considerable vacation/end-of-year holiday shutdown: we take time off to reset and recharge so we come back better for our customers.
• Personal and professional growth: support from leaders who care about your growth and success through regular feedback and coaching. Our goal is to make Relay a step-change career opportunity.
• Top-tier equipment: we’ll make sure you have everything you need to produce your best work.
• Team-first culture: we’re passionate about working collaboratively, bonding through team events, and most importantly having fun

Apply Job!