Senior Customer Experience Manager

Job Description

Job Description

Senior Customer Experience Manager

New York City, NY · On-site · Full-time
Compensation: $112,000–$181,000 (OTE) + equity

About the Company

An AI-native employee management platform that automates payroll, multi-state tax compliance, benefits, and IT for startups and growing companies. AI agents take over complex back-office workflows — navigating government portals, opening state tax accounts, resolving compliance notices, and filing forms — before they ever reach the customer. Series A, venture-backed, with 1,000+ companies already on the platform.
Founded 2023 · 11–50 people · Industry: Fintech

The Role

Be the company's first Senior CX Manager: decide what great customer experience looks like, build the team to deliver it, and own the people, process, metrics, and escalations as the function scales. A greenfield role — design the support function from scratch, set the standard, hire to it, and own the highest-stakes payroll and compliance escalations end-to-end.

What you'll be doing

• Own the support org end-to-end: hiring, training, career pathing, and accountability for team performance and SLAs
• Handle complex, high-stakes payroll and compliance issues directly, orchestrating resolution across product, engineering, tax, and benefits teams
• Build the systems, runbooks, SLA frameworks, and escalation playbooks that prevent problems from reaching customers
• Develop managers and team leads, building the organizational layers that scale with company growth
• Conduct root cause analysis on systemic issues and partner with Product and Engineering to close the loop
• Serve as the voice of the customer in leadership discussions and decision-making

Tech stack: Not specified

Requirements

• Lead and manage support teams with full ownership of headcount, SLAs, and performance reviews
• Build support function from scratch with proven track record
• 5-8 years in support operations or customer-facing leadership role
• Deep payroll knowledge including tax filing, multi-state compliance, and garnishments
• Experience at fintech, HRIS, or payroll platform
• Build career pathing and onboarding infrastructure
• Previous payroll company experience, or extremely strong background in big fintech companies

Green Flags

• Familiarity with HRIS systems or accounting software like QuickBooks or Xero
• CX leader from Rippling or Justworks
• Support team built from scratch
• Track record with compliance-heavy domains
• High-growth or early-stage execution

Red Flags

• No direct reports or headcount management
• Big-tech or enterprise-only background
• No payroll, tax, or HRIS domain knowledge
• Activity-focused rather than outcome-focused

Why Join

• Greenfield ownership: first Senior CX Manager, designing the support function from scratch and owning the outcome end-to-end
• Venture-backed Series A with 1,000+ companies already on the platform
• Own the highest-stakes payroll and multi-state compliance escalations, working directly across product, engineering, tax, and benefits

Details

• Location: New York City, NY
• Work policy: On-site
• Compensation: $112,000–$181,000 (OTE) + equity
• Visa sponsorship: None available
• Employment type: Full-time