💼 About This Role

You'll define the customer support strategy for Relay's digital banking platform, scaling the function through its next growth phase. You'll re-imagine the operating model, manage BPO partners, and ensure customer insights drive product and business decisions. This role shapes how we earn trust and build a proactive, frictionless support experience.

🎯 What You'll Do

• Define the end-to-end CX vision and long-term experience standards
• Build a strong leadership bench and develop senior CX leaders
• Own Voice of Customer strategy and close feedback loops with Product
• Partner with Product, Engineering, Risk, and other teams to navigate trade-offs

📋 Requirements

• 10+ years of Customer Support or Operations leadership
• Experience scaling support in a high-growth environment
• Deep experience managing BPO partnerships
• Strong understanding of CX enablement, tooling, and analytics

✨ Nice to Have

• Experience in SMB fintech, banking, or vertical SaaS
• Fluency in AI agents and enabling their success within support

🎁 Benefits & Perks

• 📈 Compensation follows impact with no cap on growth
• 🏖️ Flexible PTO
• 🩺 Health insurance
• 💰 Equity
• 🚀 Autonomy to solve big challenges

📨 Hiring Process

The interview process includes an intro with CEO, portfolio review, whiteboarding, leadership deep dive, and case study with values deep dive.