Senior Customer Experience Manager

Senior Customer Experience Manager

Location: New York City, NY (In-Person)

Employment Type: Full-Time

Compensation: $112,000–$181,000 base salary + equity

We're building a modern platform that simplifies workforce operations for growing businesses. By combining automation, compliance expertise, and thoughtful product design, we help organizations manage payroll, HR operations, benefits, and related administrative processes with greater efficiency and confidence.

As the first senior leader dedicated to Customer Experience, you will shape the strategy, processes, and team responsible for delivering outstanding customer outcomes. You'll oversee support operations, develop scalable systems, mentor team members and leaders, and partner cross-functionally to improve both customer satisfaction and operational performance.

This role is ideal for someone who combines strong people leadership with deep expertise in payroll, HR technology, and compliance-related customer support.

• Lead and manage customer support operations, including team development, performance management, and service delivery.
• Establish and monitor service standards, SLAs, quality metrics, and operational KPIs.
• Handle complex customer escalations involving payroll, tax, compliance, benefits, and workforce operations.
• Design and implement scalable support processes, documentation, workflows, and escalation frameworks.
• Conduct root-cause analysis to identify recurring issues and drive long-term solutions.
• Partner closely with Product, Engineering, Operations, and Compliance teams to improve customer outcomes.
• Develop team leads and managers, creating clear growth paths and organizational structure as the team expands.
• Represent customer feedback and insights in leadership discussions and strategic planning.

• 5–8 years of experience in customer support operations, customer success leadership, or related customer-facing management roles.
• Experience leading teams, including hiring, coaching, performance management, and organizational planning.
• Strong knowledge of payroll operations, tax compliance, HRIS systems, and workforce administration is required.
• Background working within payroll, HR technology, fintech, or other compliance-sensitive software environments is required.
• Proven ability to manage complex customer issues and coordinate cross-functional resolution efforts.
• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Excellent communication and stakeholder management capabilities.

• Experience building or scaling customer support functions in a high-growth environment.
• Familiarity with payroll, accounting, or HR software platforms.
• Experience managing team leads or other people managers.
• Demonstrated success improving customer satisfaction, operational efficiency, or service-level performance metrics.

• Competitive base salary: $112,000–$181,000
• Equity participation
• Opportunity to help shape and scale a growing organization
• Collaborative, high-performing team environment
• Meaningful ownership and leadership responsibility

We are committed to creating an inclusive workplace and encourage candidates from diverse backgrounds and experiences to apply.