Director, Customer Experience – Championing Exceptional Support and Scalable Excellence

At Relay, we're on a mission to revolutionize the way small and medium-sized businesses (SMBs) interact with their customers. As a Director of Customer Experience, you'll play a pivotal role in delivering an exceptional support experience that sets us apart from the competition. If you're passionate about building a world-class customer experience team and driving scalable excellence, we want to hear from you.

About Us

Relay is a fintech company that's changing the game for SMBs. We're a team of innovators, thinkers, and doers who are passionate about making a difference in the lives of our customers. Our company culture is built on a foundation of teamwork, empathy, and a commitment to excellence. We're looking for like-minded individuals who share our values and are eager to join our journey.

Key Responsibilities

As a Director of Customer Experience, you'll be responsible for:

• Delivering an exceptional support experience that's empathetic, informative, and timely, always considering scalability as a top priority
• Finding ways to serve our customers with excellence and efficiency in the long term
• Driving monthly, quarterly, and annual execution of your team's KPIs and strategic plans using a process-oriented and data-driven approach
• Championing customer priorities cross-functionally, collaborating and communicating with product to influence customer experience initiatives within the product roadmap
• Maintaining full visibility and status on cross-functional efforts to deliver feedback surfaced by our customers
• Designing and developing process improvements to the customer experience journey, focusing on automating steps, reducing friction, and providing resources and support for agents to handle increasing types of questions and issues
• Hiring and building a high-performing team through strong mentorship and talent development, while identifying key opportunities for growth and up-leveling
• Representing our core values of Relay in all aspects of your work

Essential Qualifications

To be successful in this role, you'll need:

• 6+ years of experience in Customer Experience/Support
• 5+ years of experience in a people leadership capacity
• Experience developing, coaching, and mentoring high-performing teams
• Fintech experience (an asset)
• Collaborative, organized, and execution-oriented with strong communication skills
• A keen analytical approach to identifying trends, issues, and opportunities
• Highly process-oriented, with the ability to drive improvement in complex cross-departmental processes
• Empathetic and humble, with the ability to truly understand the needs of SMBs and teams

Preferred Qualifications

While not required, the following qualifications would be a bonus:

• Experience maximizing the potential of Zendesk when it comes to reporting and analytics
• Having joined a company at its early stages and seen it through scale
• Experience working in a fintech startup

Skills and Competencies

To succeed in this role, you'll need to possess the following skills and competencies:

• Strong leadership and management skills, with the ability to build and lead high-performing teams
• Excellent communication and interpersonal skills, with the ability to collaborate and influence cross-functionally
• Strong analytical and problem-solving skills, with the ability to identify trends, issues, and opportunities
• Highly process-oriented, with the ability to drive improvement in complex cross-departmental processes
• Experience with customer experience tools and technologies, such as Zendesk
• Strong understanding of fintech and its applications in customer experience

Career Growth Opportunities and Learning Benefits

At Relay, we're committed to supporting your growth and development. As a Director of Customer Experience, you'll have access to:

• Regular feedback and coaching from leaders who care about your growth and success
• Opportunities for professional development and training, including workshops, conferences, and online courses
• A collaborative and supportive team environment that encourages learning and growth
• A comprehensive benefits package, including health benefits, vacation time, and a generous equity program

Work Environment and Company Culture

We're a team-first culture that's passionate about working collaboratively, bonding through team events, and having fun. Our office is a vibrant and dynamic space that's designed to inspire creativity and innovation. We're committed to creating a work environment that's inclusive, diverse, and supportive of all employees.

Compensation, Perks, and Benefits

We offer a competitive salary and meaningful equity, as well as a comprehensive benefits package that includes:

• Competitive salary and meaningful equity
• Comprehensive health benefits, including an HSA/WSA starting from day 1
• Considerable vacation and end-of-year holiday shutdown
• Top-tier equipment and technology
• Team-first culture and collaborative work environment
• Opportunities for professional development and growth

Conclusion

If you're passionate about building a world-class customer experience team and driving scalable excellence, we want to hear from you. As a Director of Customer Experience, you'll have the opportunity to make a real impact on our customers and our business. We're looking for like-minded individuals who share our values and are eager to join our journey. Apply now and take the first step towards a career that's truly exceptional. Apply for this job