Head of Customer Experience

Parafin•San Francisco, CA

6d•$145,000 - $190,000•Onsite

About The Position

We are looking for a Head of 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!

Requirements

10+ years in customer support/customer experience, with 5+ years in leadership, including experience managing managers
Built or substantially scaled a CX or support organization, ideally through a period of rapid growth
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.
Set strategy and own metrics end to end, and can move fluidly between executive-level planning and hands-on operational problem solving
Excellent prioritization skills and are comfortable owning, competing, and shifting priorities across multiple products and partners
Excited about solving problems and are always looking for better ways of doing things
A strong cross-functional partner and a positive contributor to team and company culture

Nice To Haves

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

Responsibilities

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.
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.
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.
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.
Partner with Product, Engineering, Risk, and Compliance to surface customer pain points, influence the roadmap, and drive systemic fixes rather than one-off resolutions.
Own the CX tech stack (Zendesk and related tooling), automation and AI strategy, headcount planning, budget, and any outsourced/BPO or vendor relationships.
Design the processes, playbooks, and quality programs that let support scale efficiently while improving quality and reducing response times.