Senior Manager, Customer Experience

Parafin•San Francisco, CA

3d•$145,000 - $190,000•Onsite

About The Position

Parafin is seeking a Senior Manager, Customer Experience to own and scale the company’s customer experience function. This is a full-time exempt leadership position based onsite at the San Francisco office, reporting directly to Parafin’s executive team. The role sets the vision and strategy for supporting small businesses across Parafin’s partner platforms, building the team, systems, and standards needed to deliver high-quality, white-labeled support at scale. The Senior Manager will lead a growing organization of support specialists, own customer experience metrics end to end, and work with Product, Engineering, Risk, Compliance, and partner-facing teams to turn customer insights into product and process improvements. The position encompasses CX strategy and service standards, organizational leadership, KPI ownership and executive reporting, partner and executive stakeholder management, cross-functional collaboration, support operations and technology, automation and AI, vendor relationships, budgeting, and scalable process and quality design.

Requirements

10+ years of experience in customer support or customer experience.
5+ years of leadership experience, including managing managers.
Experience building or substantially scaling a customer experience or support organization, ideally during rapid growth.
Hands-on experience deploying AI and automation to deflect routine inquiries, speed up resolution, and enable teams to focus on higher-value work without sacrificing quality or customer relationships.
Ability to set strategy and own metrics end to end, moving between executive-level planning and hands-on operational problem solving.
Strong prioritization skills and comfort owning and shifting priorities across multiple products and partners.
A problem-solving mindset and interest in continuously improving how work is done.
Strong cross-functional partnership skills and the ability to contribute positively 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 or 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 customer experience strategy across Parafin’s products and partners, including the use of AI and automation.
Set service standards, service levels, and the operating model for a support organization that can scale with the business.
Build, lead, and develop a multi-layered customer experience organization, including hiring and coaching support managers, defining team structure, and creating growth paths.
Lead through managers as the organization grows.
Own customer experience KPIs, including CSAT, response and resolution times, quality, and cost-to-serve; report performance and investment needs to the executive team.
Serve as the senior customer experience point of contact for partners and represent the customer voice in partner reviews and executive forums.
Ensure white-labeled support meets each partner’s expectations.
Partner with Product, Engineering, Risk, and Compliance to identify customer pain points, influence the roadmap, and drive systemic improvements.
Own the customer experience technology stack, including Zendesk and related tooling, as well as automation and AI strategy.
Manage headcount planning, budget, and outsourced/BPO or other vendor relationships.
Design processes, playbooks, and quality programs that support efficient scaling, improve quality, and reduce response times.