- Pengalaman
- 2+ yrs
- Gaji
- —
- Lowongan
- 1
- Diposting
- 8 jam yang lalu
- Work mode
- Di kantor
- Eligibility
- Applicants should have at least 2 years of team leadership or management experience, along with payroll industry exposure. Candidates who previously worked as individual contributors before advancing into management are preferred. Experience in a comparable payroll or HR-tech company is a plus.
- Resume
- Required to apply
Where you'll work
Deskripsi pekerjaan
Role overview
This opportunity is based in New York, NY and follows an in-office work model. It sits within a payroll and back-office software business operating in the FinTech space. Compensation is described as a competitive base salary aligned with experience.
About the company
The employer is a rapidly expanding FinTech company that develops payroll and back-office software for startups. Its customer experience function includes support, account management, activations, and tax, and the team is growing quickly as the business scales. The role offers a chance to join a high-priority group and take ownership of a function that is still expanding.
The role
As the Customer Experience Manager, you will lead the customer support specialists within the wider customer experience organization. The emphasis is on improving team output, maintaining fast response times, and ensuring consistently high service quality. While this is not primarily a client-facing position, you may step in to resolve escalations when needed. The role also includes ownership of the systems, reporting, and coaching needed to keep a growing support operation running effectively.
This is a leadership position suited to someone who wants to actively shape and improve a team in a fast-paced payroll environment rather than simply manage business as usual.
Responsibilities
- Lead and supervise a team of customer support specialists.
- Track and improve performance, turnaround time, and overall service standards.
- Coach team members and support their growth as the function expands.
- Resolve escalations when required.
- Design and improve processes that help the support team serve a rapidly increasing customer base.
Requirements
- Minimum of 2 years of experience leading or managing a team.
- Prior experience in the payroll industry.
- Hands-on experience as an individual contributor before moving into management.
- Solid understanding of support metrics and team operations.
- Additional advantage if you have worked for a similar payroll or HR-tech organization.
Compensation
Base pay is competitive and will be determined according to relevant experience.
Work details
The position is based in New York, NY and requires working from the office.