Head of Customer Experience

About the role

You will define and execute the multi-year customer experience vision for Parafin across all products and partner ecosystems, setting the standard for how millions of small businesses are supported worldwide. You will build and lead a high-performing, multi-layered customer experience organization, hiring, coaching, and developing support managers who can scale without losing quality. You will own the full lifecycle of CX metrics from collection to action, translating data into clear investment cases and operational improvements for the executive team. You will serve as the primary liaison between Parafin's partners and internal stakeholders, ensuring white-labeled support meets or exceeds each partner's expectations at every touchpoint. You will partner deeply with Product, Engineering, Risk, and Compliance to surface systemic customer pain points and drive durable, cross-functional solutions rather than temporary fixes. You will manage the end-to-end CX tech stack, including Zendesk and related automation tools, shaping AI and automation strategies that deflect routine work while preserving the human connection small businesses value. You will design repeatable processes, playbooks, and quality programs that allow support to scale efficiently, improve resolution times, and continuously lift quality standards.

Key facts

What you'll do

• Define the multi-year CX strategy for Parafin's customer experience across all products and partners, including how AI and automation are applied to deliver faster, higher-quality support.
• Set the standards, service levels, and operating model that allow our support organization to scale in line with business growth while maintaining consistency and quality.
• Build, lead, and develop a multi-layered CX organization, hiring and coaching support managers, defining team structure, and creating clear career paths.
• Lead through managers as the team scales, providing guidance, feedback, and development opportunities that strengthen leadership depth across the function.
• Own the full set of CX KPIs, including CSAT, response and resolution times, quality, and cost-to-serve, and report performance and investment needs to the executive team.
• Serve as the senior CX point of contact for Parafin's partners, representing the voice of the customer in partner reviews and executive forums.
• Ensure white-labeled support meets each partner's standards, aligning processes, reporting, and tooling with their specific requirements.
• Partner with Product, Engineering, Risk, and Compliance to turn customer feedback into prioritized roadmap items and systemic improvements.
• Own the CX tech stack, including Zendesk and related tools, automation strategy, and vendor relationships, while managing headcount planning and budget.
• Design and deploy AI and automation solutions that deflect routine inquiries, speed resolution, and free the team to focus on higher-value work without sacrificing quality.
• Create processes, playbooks, and quality programs that enable efficient scaling of support while improving quality and reducing response times.
• Analyze end-to-end support workflows to identify bottlenecks, reduce friction, and implement scalable solutions in partnership with operations and engineering.
• Monitor real-time and historical support metrics, diagnose trends, and recommend actions that improve customer outcomes and operational efficiency.
• Collaborate closely with sales, success, and partner teams to align on expectations, share insights, and drive consistent experiences across all touchpoints.

Requirements

You have 10+ years in customer support or customer experience, with 5+ years in leadership, including experience managing managers and scaling teams.

You have built or substantially scaled a CX or support organization, ideally through a period of rapid growth and increasing complexity.

You have hands-on experience deploying AI and automation to elevate the customer experience, using these tools to deflect routine inquiries, speed resolution, and free your team to focus on higher-value work.

You set strategy and own metrics end to end, and you can move fluidly between executive-level planning and hands-on operational problem solving.

You have excellent prioritization skills and are comfortable owning, competing, and shifting priorities across multiple products and partners in a fast-paced environment.

You are excited about solving problems and are always looking for better ways of doing things, balancing innovation with execution discipline.

You are a strong cross-functional partner and a positive contributor to team and company culture, working effectively with stakeholders at all levels.

You are comfortable making decisions with incomplete information, communicating clearly, and maintaining composure under pressure in a growing startup environment.

Nice to have

Experience leading white-labeled or partner/B2B2C support organizations, including managing complex integrations and service level agreements.

Practical notes

This role is full-time and exempt, based onsite in San Francisco, California.

Travel is not currently required for this position.

This role does not include a visa sponsorship option at this time.

There is no published compensation range listed for this role in the source information.