VP, Customer Experience

Relay•Boston, MA

About The Position

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money—bringing clarity, confidence, and control to every dollar earned, so they can turn hard work into lasting success. We do this by replacing financial guesswork with real visibility, transforming cash flow from a constant source of stress into a clear signal owners can use to run stronger, more resilient businesses. Relay is looking for a VP of Customer Experience to scale our customer support function as we move through our next phase of growth. You will be responsible for designing how frictionless support works at Relay. That includes re-imagining the operating model, shaping CX enablement, managing BPO partners, and ensuring customer insights meaningfully influence product, risk, and business decisions. We’re looking for a leader who is comfortable operating in ambiguity, rolling up their sleeves, and building systems, leaders, and leverage as Relay continues to scale. At Relay, Customer Support is a core part of how we earn trust with our customers. This role will shape not only how we support customers today, but how customer insight drives better decisions across Relay as we grow.

Requirements

10+ years of experience in Customer Support or Operations leadership
Proven experience scaling support in a high-growth environment
Deep experience managing and optimizing BPO partnerships
Strong understanding of CX enablement, tooling, and analytics
Ability to balance quality, speed, cost, and risk
Executive presence and comfort operating with ambiguity
Track record of building strong leaders and teams

Nice To Haves

Experience in SMB fintech, banking, accounting software, or vertical SaaS.
Experience partnering closely with Product teams to evolve product experience to reduce customer friction.
Fluency in AI agents and enabling their success within their support journey

Responsibilities

Set the Customer Support Strategy
Define the end-to-end CX vision and long-term experience standards
Design the support operating model (onshore, BPO, automation, self-service)
Set multi-year strategy for channels, staffing, and technology
Anticipate future capacity, risk, and complexity before they become problems
Team Leadership and Development
Build a strong, durable leadership bench and acting as a force multiplier for the team
Hire and develop senior CX leaders (Directors, Senior Managers) who can independently own execution
Define what “great” looks like at each leadership level and coach against it
Increase the organization’s capacity to make decisions without escalation
Identify and grow high-potential talent who can take on broader scope over time
Reduce single points of failure by distributing ownership and judgment
Drive Business Outcomes: You are accountable for outcomes, not daily metrics.
Contact rate per customer
Bot resolution and self-service adoption
Quality and CSAT trends over time
BPO performance at scale (quality, stability, leverage)
Evidence that CX insights are shaping Product and Risk decisions
Support scaling without linear headcount growth
Cost to serve and cost per contact
Voice of the Customer
Own the Voice of Customer strategy
Ensure customer insights influence Product, Risk, and Policy decisions
Create closed feedback loops from CX to roadmap and execution
Represent customer pain points clearly at the leadership team level
Cross-Functional Leadership
Partner closely with Product, Engineering, Risk, Compliance, Finance, and Sales
Navigate trade-offs when customer experience, speed, and risk collide
Influence without authority in a fast-moving organization
Ensure Support is a strategic partner, not just a service function
Provide structured feedback to Product on onboarding friction, activation blockers, and feature adoption gaps.