Head of Customer Experience (Fintech)

Location: San Francisco, CA; hybrid location type, with the position based onsite at the San Francisco office

Salary: $145,000–$190,000 per year, plus equity grant

Company

hirify.global builds financial tools for small businesses, including funding, spend management, and savings products delivered through partner platforms.

What you will do

• Define and own the multi-year customer experience strategy, service standards, operating model, and AI and automation roadmap.
• Build, lead, and develop a multi-layered CX organization, including support managers and career paths.
• Own CX KPIs such as CSAT, response and resolution times, quality, and cost to serve, and report performance and investment needs to executives.
• Act as the senior CX contact for partners and represent customer needs in partner reviews and executive forums.
• Partner with Product, Engineering, Risk, and Compliance to turn customer pain points into systemic product and process improvements.
• Own Zendesk and related tooling, headcount planning, budget, vendors, automation, playbooks, and quality programs.

Requirements

• 10+ years of customer support or customer experience experience, including 5+ years in leadership.
• Experience managing managers and building or substantially scaling a CX or support organization.
• Hands-on experience deploying AI and automation to improve resolution speed, deflect routine inquiries, and maintain quality.
• Ability to set strategy, own metrics end to end, and solve operational problems across multiple products and partners.
• Strong prioritization, cross-functional collaboration, and problem-solving skills.
• Ability to work onsite at the San Francisco office within the stated hybrid arrangement.

Nice to have

• Experience with white-labeled or partner/B2B2C support at scale.
• Fintech or financial services experience.
• Deep proficiency with Zendesk administration, configuration, and CX automation or self-service tooling.
• Experience leading distributed or outsourced BPO teams.
• Experience in an early-stage or hyper-growth startup.

Culture & Benefits

• Work-from-home flexibility within the role's hybrid arrangement.
• Medical, dental, and vision insurance.
• Unlimited PTO and paid parental leave.
• Commuter benefits and free lunches.
• 401(k) and employee assistance program.