Staff CX Service Enablement (Fintech)

TL;DR

Staff CX Service Enablement (Fintech): Designing and optimizing service processes and workflows to power customer experience at scale with an accent on end-to-end process strategy and cross-functional improvement. Focus on translating operational complexity into streamlined outcomes and evaluating AI-powered contact center tools.

Location: Remote (US). Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.

Salary: $119,700 - $176,000 (depending on geographic zone)

Company

A Fintech company empowering businesses by replacing outdated financial processes with innovative automation tools.

What you will do

• Own the end-to-end design and continuous improvement of service workflows across CX channels to ensure scalability.
• Lead process improvement initiatives by mapping workflows and diagnosing friction points via data analysis.
• Serve as the process design authority for tools including Salesforce Service Cloud, Five9, Amazon Connect, MaestroQA, and Calabrio.
• Partner with IT BizTech, Analytics, and Risk Management to translate business requirements into operational solutions.
• Develop SOPs, playbooks, and decision frameworks to equip frontline agents for consistent customer outcomes.
• Define and track KPIs to measure process effectiveness, tool adoption, and enablement impact.

Requirements

• 7+ years of experience in service operations, process design, or CX enablement within a SaaS or fintech environment.
• Deep expertise connecting CRM and contact center platform capabilities to process strategy.
• Demonstrated ability to lead complex, cross-functional process improvement projects from discovery to measurement.
• Strong analytical skills with proficiency in Tableau, Excel, and Google Sheets.
• Experience creating scalable service documentation, including SOPs and workflow diagrams.
• Authorization to work in the United States without visa sponsorship.

Nice to have

• Experience in fintech, payments, or financial services, particularly supporting SMB customers.
• Lean Six Sigma, BPM, or similar process improvement certification.
• Experience with AI-powered contact center tools and automation strategy.
• Background in UAT case creation and execution for CX platform implementations.

Culture & Benefits

• 100% paid employee health, dental, and vision plans (HMO, PPO, or HDHP).
• 401(k) retirement plan, HSA, and FSA accounts.
• Flexible time off and 11+ observed holidays and wellness days.
• Employee Stock Purchase Program (ESPP) with employee discounts.
• Wellness and fitness initiatives and employee recognition programs.