Customer Experience Manager

Location: New York, NY

Work Model: Hybrid

Industry: Payroll & back-office software (FinTech)

Compensation: Competitive base, commensurate with experience

About the Company

Our partner is a fast-growing FinTech building a payroll and back-office software suite for startups. The customer experience organization spans support, account management, activations, and tax, and it is scaling quickly alongside the rest of the business. This is a chance to step into a high-growth, high-priority team and own a function as it expands.

The Opportunity

As a Customer Experience Manager, you will lead and manage the customer support specialists within the customer experience team. The focus is on team performance, response rates, and overall service quality rather than day-to-day client interaction, though you may step in on escalations. You will own the systems, metrics, and coaching that keep a growing support function running smoothly.

This is a leadership seat with real ownership at a fast-moving payroll company, ideal for someone who wants to build and elevate a team rather than simply maintain one.

Responsibilities

• Manage and oversee a team of customer support specialists
• Own performance metrics, response rates, and overall service quality
• Coach and develop the team as the support function scales
• Handle escalations as needed
• Build and refine the processes that support a rapidly growing customer base

Requirements

• At least 2 years of experience managing or leading a team
• Payroll industry experience
• Background as an individual contributor before moving into management
• Strong grasp of support performance metrics and team operations
• Bonus: experience from a comparable payroll or HR-tech company