Head of Customer Experience

Join Parafin, a fintech company dedicated to supporting small businesses. As the Head of Customer Experience, you will lead and scale the entire customer experience function, set the vision and strategy for supporting small businesses, and partner with various teams to drive product and process improvements. This is a full-time leadership position based in San Francisco.

• Definir y ser responsable de la estrategia a largo plazo para la experiencia del cliente de Parafin, incluyendo la aplicación de la inteligencia artificial y la automatización.
• Construir, liderar y desarrollar una organización de experiencia del cliente de múltiples capas, contratando y capacitando a gerentes de soporte, definiendo la estructura del equipo y creando caminos claros para el crecimiento.
• Ser el punto de contacto senior para los socios de Parafin en relación con la experiencia del cliente, representando la voz del cliente en las revisiones de socios y foros ejecutivos.
• You're excited about solving problems and are always looking for better ways of doing things
• You are a strong cross-functional partner and a positive contributor to team and company culture
• You have 10+ years in customer support/customer experience, with 5+ years in leadership, including experience managing managers
• You have built or substantially scaled a CX or support organization, ideally through a period of rapid growth
• You set strategy and own metrics end to end, and can move fluidly between executive-level planning and hands-on operational problem solving
• You have hands-on experience deploying AI and automation to elevate the customer experience — using it to deflect routine inquiries, speed up resolution, and free your team to focus on higher-value work, without sacrificing quality or the customer relationship
• You have excellent prioritization skills and are comfortable owning, competing, and shifting priorities across multiple products and partners
• Experience leading white-labeled or partner/B2B2C support at scale
• Fintech or financial services experience
• Experience leading distributed and/or outsourced (BPO) teams
• Experience at an early-stage or hyper-growth startup
• Deep proficiency with Zendesk (administration and configuration) and CX automation/self-service tooling