The role is responsible for owning the end-to-end customer experience across all service channels. This role leads customer service operations, manages large-scale issues and crises, improves service quality, and ensures customer trust - especially in high-impact or sensitive situations. This leader will work closely with Product, Operations, Risk, Compliance, Engineering and other departments to drive continuous improvements.
What You Will OwnCustomer Service Operations
- Build scalable service processes that can handle high volume and rapid growth.
- Ensure day-to-day operations run smoothly while meeting SLAs, quality standards, and compliance requirements.
- Own SLAs, turnaround times, escalation frameworks, and resolution accuracy.
- Build operating models that balance speed, compliance, and merchant trust.
Merchant Experience Ownership
- Define and drive the overall customer experience strategy across the customer journey.
- Identify key pain points and translate customer feedback into actionable improvements.
- Ensure consistent, clear, and empathetic customer communication across all touchpoints.
Crisis & Issue Management
- Lead response during major incidents, outages, or systemic issues impacting customers.
- Act as the main decision-maker for customer-facing resolutions during crises.
- Coordinate closely with internal stakeholders (Product, Tech, Risk, Legal) to manage impact and recovery.
Quality & Continuous Improvement
- Maintain & improve quality frameworks (QA, audits, feedback loops, root cause analysis).
- Drive continuous improvement initiatives to reduce repeat issues and customer complaints.
- Use data and insights to proactively improve service performance and customer satisfaction.
Merchant Voice in the Company
- Represent the merchant perspective in leadership, product, and policy forums.
- Ensure merchant impact is explicitly considered in every major business decision.
- Build tight feedback loops from CX into Product, Ops, Risk, and Tech.
Leadership & Team Development
- Build, mentor, and develop high-performing team members.
- Set clear goals, performance metrics, and accountability across teams.
- Foster a strong customer-first culture across the organization.
Stakeholder & Executive Management
- Partner with senior leadership to align customer service strategy with business objectives.
- Provide clear, structured reporting on service performance, risks, and improvement plans.
- Act as the voice of the customer in leadership discussions and decision-making.
What Success Looks Like (First 6-12 Months)
- Merchant trust scores materially improve.
- Complaint recurrence drops significantly.
- Crisis response becomes faster, calmer, and more structured.
- CX insights directly influence product and policy roadmaps.
Who You AreExperience
- 10+ years in Customer Experience, Customer Operations, or Service Leadership.
- Strong exposure to fintech, banking, payments, lending, or regulated environments preferred.
- Proven crisis leadership experience.
- Experience scaling teams in high-growth environments.
Capabilities
- Exceptionally structured thinker & strong decision-making under pressure
- Data-driven, but deeply empathetic
- Comfortable with challenging products, risk, and leadership when merchant trust is at stake
- Can operate both strategically and hands-on
Mindset
- Merchant trust and short-term metrics
- Obsessed with long-term impact, not cosmetic fixes
- Takes ownership when things break
