Senior Customer Experience Manager

About the role

The Senior Customer Experience Manager will lead and manage support teams with full ownership of headcount, SLAs, and performance reviews. They will build the support function from scratch with proven track record, handle complex, high-stakes payroll and compliance issues directly, and orchestrate resolution across product, engineering, tax, and benefits teams.

Responsibilities

• Own the support org end-to-end: hiring, training, career pathing, and accountability for team performance and SLAs
• Handle complex, high-stakes payroll and compliance issues directly, orchestrating resolution across product, engineering, tax, and benefits teams
• Build the systems, runbooks, SLA frameworks, and escalation playbooks that prevent problems from reaching customers
• Develop managers and team leads, building the organizational layers that scale with company growth
• Conduct root cause analysis on systemic issues and partner with Product and Engineering to close the loop
• Serve as the voice of the customer in leadership discussions and decision-making

Requirements

• Lead and manage support teams with full ownership of headcount, SLAs, and performance reviews
• Build support function from scratch with proven track record
• 5-8 years in support operations or customer-facing leadership role
• Deep payroll knowledge including tax filing, multi-state compliance, and garnishments
• Experience at fintech, HRIS, or payroll platform
• Build career pathing and onboarding infrastructure
• Previous payroll company experience, or extremely strong background in big fintech companies

Green Flags

• Familiarity with HRIS systems or accounting software like QuickBooks or Xero
• CX leader from Rippling or Justworks
• Support team built from scratch
• Track record with compliance-heavy domains
• High-growth or early-stage execution

Red Flags

• No direct reports or headcount management
• Big-tech or enterprise-only background
• No payroll, tax, or HRIS domain knowledge
• Activity-focused rather than outcome-focused

Pay

$112,000–$181,000 (OTE) + equity

Schedule

On-site