Senior Manager, Customer Experience

Job description

**About Us:** At Parafin, we’re on a mission to grow small businesses. Small businesses are the backbone of our economy, but traditional banks often don’t have their backs. We build tech that makes it simple for small businesses to access the financial tools they need through the platforms they already sell on. We partner with companies like DoorDash, Amazon, Worldpay, and Mindbody to offer fast and flexible funding, spend management, and savings tools to their small business users via a simple integration. Parafin takes on all the complexity of capital markets, underwriting, servicing, compliance, and customer service for our partners. We’re a tight-knit team of innovators hailing from Stripe, Square, Plaid, Coinbase, Robinhood, CERN, and more — all united by a passion for building tools that help small businesses succeed. Parafin is backed by prominent venture capitalists including GIC, Notable Capital, Redpoint Ventures, Ribbit Capital, and Thrive Capital. Parafin is a Series C company, and we have raised more than $194M in equity and $340M in debt facilities. Join us in creating a future where every small business has the financial tools they need. **About the Position** We are looking for a Senior Manager, Customer Experience to own and scale Parafin's entire customer experience function. This is a full-time exempt leadership position, based onsite at our San Francisco office, and reports directly to Parafin's executive team. As Parafin grows the capital, spend, and savings programs we power for partners like DoorDash, Amazon, Worldpay, and Mindbody, the experience we deliver to small businesses is a core differentiator. You will set the vision and strategy for how we support millions of small businesses across our partners' platforms — building the team, systems, and standards that make world-class, white-labeled support possible at scale. You will lead a growing organization of support specialists, own our CX metrics end-to-end, and partner with Product, Engineering, Risk, and our partner-facing teams to turn customer insight into product and process improvements. Are you a customer experience leader who is excited to build a function from the ground up, work with leading brands, and help small businesses grow? If so, come join us! **What You'll Be Doing:** - **CX Strategy & Vision:** Define and own the multi-year strategy for Parafin's customer experience across all products and partners, including how we apply AI and automation to deliver a faster, higher-quality experience. Set the standards, service levels, and operating model for a support organization that scales with the business. - **Organizational Leadership:** Build, lead, and develop a multi-layered CX organization — hiring and coaching support managers, defining team structure, and creating clear paths for growth. Lead through managers as the team scales. - **Performance & Metrics Ownership:** Own the full set of CX KPIs (CSAT, response and resolution times, quality, cost-to-serve) and report on performance and investment needs to the executive team. - **Partner & Executive Stakeholder Management:** Serve as the senior CX point of contact for Parafin's partners. Represent the voice of the customer in partner reviews and executive forums, and ensure our white-labeled support meets each partner's bar. - **Cross-Functional Leadership:** Partner with Product, Engineering, Risk, and Compliance to surface customer pain points, influence the roadmap, and drive systemic fixes rather than one-off resolutions. - **Operations, Tooling & Vendors:** Own the CX tech stack (Zendesk and related tooling), automation and AI strategy, headcount planning, budget, and any outsourced/BPO or vendor relationships. - **Scaling & Process Design:** Design the processes, playbooks, and quality programs that let support scale efficiently while improving quality and reducing response times. **What We're Searching For:** - 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 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 set strategy and own metrics end to end, and can move fluidly between executive-level planning and hands-on operational problem solving - You have excellent prioritization skills and are comfortable owning, competing, and shifting priorities across multiple products and partners - 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 **We Prefer If You Have:** - Experience leading white-labeled or partner/B2B2C support at scale - Fintech or financial services experience - Deep proficiency with Zendesk (administration and configuration) and CX automation/self-service tooling - Experience leading distributed and/or outsourced (BPO) teams - Experience at an early-stage or hyper-growth startup **What We Offer** - Salary Range: $145k to $190k - Equity grant - Medical, dental & vision insurance - Work from home flexibility - Unlimited PTO - Commuter benefits - Free lunches - Paid parental leave - 401(k) - Employee assistance program **If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us.**