Customer Experience Lead
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Job Description
Customer Experience Lead managing support inquiries and merchant relationships for fintech SaaS company. Focus on onboarding, operational improvements, and customer advocacy during product transitions.
Responsibilities:
- Own the customer support queue, responding to merchant inquiries with urgency, empathy, and clarity.
- Assist with merchant onboarding and offboarding, ensuring smooth transitions at every stage.
- Manage and maintain accurate ticket statuses and customer records across support tools.
- Build real relationships with merchants, becoming a trusted advocate both internally and externally.
- Work with Customer Success to improve our merchant journey through all stages of their lifecycle.
- Be the Voice of the Customer by reporting and presenting their experiences to internal stakeholders.
- Monitor support queues and flag trends, FAQs, and recurring issues to leadership.
- Run and present monthly reporting on support performance against SLAs and customer satisfaction goals.
- Build and maintain internal documentation, SOPs, and knowledge base articles to reduce repeat issues and speed up resolution.
Requirements:
- 2+ years of experience in a customer-facing support or operations role, ideally in a SaaS, tech, or digital-first environment.
- Hands-on experience with support and CRM tools like Zendesk, Salesforce, or similar platforms.
- Strong written and verbal communication skills; you can explain something complex without making it feel complicated.
- A self-starter mindset. You don't wait to be told what needs fixing; you find it and fix it.
- Comfortable working remotely and managing your own time, priorities, and deadlines.
- Curious and hungry. You don't need to know payments on day one, but you need to want to learn it deeply.
Benefits:
- Health insurance
- Remote work options
- Flexible work arrangements
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