VP, Customer Experience

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money—bringing clarity, confidence, and control to every dollar earned, so they can turn hard work into lasting success. We do this by replacing financial guesswork with real visibility, transforming cash flow from a constant source of stress into a clear signal owners can use to run stronger, more resilient businesses. Relay is looking for a VP of Customer Experience to scale our customer support function as we move through our next phase of growth. You will be responsible for designing how frictionless support works at Relay. That includes re-imagining the operating model, shaping CX enablement, managing BPO partners, and ensuring customer insights meaningfully influence product, risk, and business decisions. We’re looking for a leader who is comfortable operating in ambiguity, rolling up their sleeves, and building systems, leaders, and leverage as Relay continues to scale. At Relay, Customer Support is a core part of how we earn trust with our customers. This role will shape not only how we support customers today, but how customer insight drives better decisions across Relay as we grow. What You’ll Be Doing Set the Customer Support Strategy Define the end-to-end CX vision and long-term experience standards Design the support operating model (onshore, BPO, automation, self-service) Set multi-year strategy for channels, staffing, and technology Anticipate future capacity, risk, and complexity before they become problems Team Leadership and Development Build a strong, durable leadership bench and acting as a force multiplier for the team Hire and develop senior CX leaders (Directors, Senior Managers) who can independently own execution Define what “great” looks like at each leadership level and coach against it Increase the organization’s capacity to make decisions without escalation Identify and grow high-potential talent who can take on broader scope over time Reduce single points of failure by distributing ownership and judgment Drive Business Outcomes: You are accountable for outcomes , not daily metrics. Contact rate per customer Bot resolution and self-service adoption Quality and CSAT trends over time BPO performance at scale (quality, stability, leverage) Evidence that CX insights are shaping Product and Risk decisions Support scaling without linear headcount growth Cost to serve and cost per contact Voice of the Customer Voice of the Customer Own the Voice of Customer strategy Ensure customer insights influence Product, Risk, and Policy decisions Create closed feedback loops from CX to roadmap and execution Represent customer pain points clearly at the leadership team level Cross-Functional Leadership Partner closely with Product, Engineering, Risk, Compliance, Finance, and Sales Navigate trade-offs when customer experience, speed, and risk collide Influence without authority in a fast-moving organization Ensure Support is a strategic partner, not just a service function Provide structured feedback to Product on onboarding friction, activation blockers, and feature adoption gaps. Who You Are 10+ years of experience in Customer Support or Operations leadership Proven experience scaling support in a high-growth environment Deep experience managing and optimizing BPO partnerships Strong understanding of CX enablement, tooling, and analytics Ability to balance quality, speed, cost, and risk Executive presence and comfort operating with ambiguity Track record of building strong leaders and teams Bonus Points Experience in SMB fintech, banking, accounting software, or vertical SaaS. Experience partnering closely with Product teams to evolve product experience to reduce customer friction. Fluency in AI agents and enabling their success within their support journey What Success Looks Like Support scales without chaos or constant firefighting BPO partners deliver predictable quality and staffing Customer insights visibly influence product and policy decisions Clear ownership and accountability across CX and enablement Stakeholders trust CX as a thought partner, not just an executor The function evolves from reactive to proactive as Relay grows The Interview Process We follow a structured hiring process that evaluates strategic thinking, people leadership, operational rigor, and data fluency. Intertwined in these sessions are opportunities to meet the team. Stage 1: Intro to Relay with CEO Stage 2: “Portfolio Review”: Deep dive into proudest body of work. Stage 3: White Boarding & Brainstorming session Stage 4: Leadership Deep Dive Stage 5: Case Study + Values Deep Dive Our Compensation Approach We believe Relayers should feel rewarded for the impact they have on our mission and growth. Compensation follows impact. As impact increases, compensation grows, and we do not limit compensation changes to a once-a-year review cycle. We encourage you to have a conversation with your recruiter and ask questions about compensation throughout the hiring process. For more information on our compensation philosophy and perks and benefits, visit our Candidate Hub . Why Relay Might Be the Perfect Fit For You You push relentlessly for reinvention: You're always asking "how can this be better?" -- in your work, in your craft, in yourself. Comfort is a signal to push harder, not coast. You'd rather build something better than defend something familiar. You crave autonomy: We trust our team with big challenges and the freedom to solve them. If you’re someone who takes initiative, is comfortable taking risks, and seeks input when needed, you’ll find the freedom here empowering. You own your work: You take pride in your work, follow through on commitments, and feel a deep sense of responsibility for outcomes, not just tasks. You build with AI, not just use it: You're actively embedding AI into how you work, pushing what's possible, and bringing your team along with you. You care about impact, not noise: You care deeply about the substance of your work. You measure success by results, not recognition, and you let your work speak for itself. You’re energized by complexity and ambiguity: You enjoy tackling problems that don’t come with a playbook. You’re comfortable building from scratch, iterating as you go, and collaborating to shape the best path forward. You seek out feedback: You see directness as respect, not criticism. You actively seek input, sit with hard truths, and use feedback as fuel for improvement. Small businesses are why we're here: Relay exists to help them thrive -- and that mission has to resonate with you. Join Us We're looking for people who are relentless, curious, and care deeply about the work. You're encouraged to apply even if your experience doesn't perfectly match the job description -- your perspective and drive matter more. We welcome diverse backgrounds and people who think critically, challenge the status quo, and want to help small businesses thrive. If you require accommodations at any stage of the hiring process, please reach out to your Talent Partner. Disclaimer: For compliance reasons, all offers of employment at Relay are conditional upon a successful background check and employment verification through Certn.

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