Manager of Customer Experience (Fintech)

TL;DR

Manager of Customer Experience (Fintech): Leading a growing team of support associates through a multi-channel transition with an accent on operational scaling, performance management, and quality assurance. Focus on building workflows, implementing AI-driven automation, and optimizing service levels in a fast-paced fintech environment.

Location: Must be based in or open to working from the Chandler, Arizona office if business needs require it.

Salary: $100,000 - $125,000 + Equity

Company

A fintech platform helping companies reimagine employee benefits through a highly customizable and easy-to-use solution.

What you will do

• Lead and scale a growing team of Customer Experience Associates across email, live chat, and phone channels.
• Build and refine operating rhythms, workflows, staffing practices, and coaching programs.
• Manage day-to-day performance, ensuring high-quality support and consistent customer outcomes.
• Troubleshoot complex user issues, manage escalations, and identify recurring pain points.
• Use data to manage channel performance, service levels, capacity, and productivity.
• Partner cross-functionally to drive automation and product improvements based on customer feedback.

Requirements

• 5+ years of experience in Customer Experience or Support, with 3+ years in a management role.
• Experience in SaaS, fintech, insurance, or other complex technology-enabled industries.
• Proven ability to lead multi-channel support environments, including live chat and phone.
• Strong analytical skills with experience using KPIs to manage team performance and capacity.
• Experience managing workflows in Intercom or comparable help desk platforms.
• Must be open to a potential transition to a hybrid schedule in Chandler, Arizona.

Nice to have

• Experience in a startup or scale-up environment.
• Hands-on experience using AI or automation tools within a support organization.
• Experience building staffing or capacity models.

Culture & Benefits

• 95% coverage of medical, dental, and vision insurance.
• $250 one-time WFH setup stipend.
• $500/year Learning & Development benefit.
• Monthly stipends for wellness, cell phone/internet, and co-working/commuting.
• Flexible PTO and regular team onsites.