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ExecutiveFull-timeRustReactGitGoAI
Salary Range
$142,800 - $193,200 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are 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, re-imagining the operating model, shaping CX enablement, managing BPO partners, and ensuring customer insights meaningfully influence product, risk, and business decisions.
Key Responsibilities
- →Set the Customer Support Strategy by defining the end-to-end CX vision and long-term experience standards
- →Design the support operating model (onshore, BPO, automation, self-service)
- →Build a strong, durable leadership bench and act as a force multiplier for the team
- →Drive business outcomes by focusing on contact rate per customer, bot resolution, and self-service adoption
- →Own the Voice of Customer strategy and ensure customer insights influence Product, Risk, and Policy decisions
- →Partner closely with Product, Engineering, Risk, Compliance, Finance, and Sales
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
- ✓Executive presence and comfort operating with ambiguity
- ✓Track record of building strong leaders and teams
- ✓Summary Bullets
- ✓Scale customer support function as Relay grows
- ✓Design frictionless support systems and operating models
- ✓Lead and develop senior CX leaders
- ✓Drive business outcomes through CX insights
- ✓Influence Product, Risk, and Policy decisions with customer insights
- ✓Requirement Bullets
- ✓10+ years in Customer Support or Operations leadership
- ✓Experience scaling support in high-growth environments
- ✓BPO partnership management and optimization
- ✓CX enablement, tooling, and analytics expertise
- ✓Executive presence and comfort with ambiguity
- ✓Leadership development track record
- ✓Benefit Bullets
- ✓[]
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