Senior Customer Experience Manager

Job description: JOB DESCRIPTIONThis is a Series A AI-native employee management platform that runs itself payroll, multi-state compliance, benefits, and IT handled automatically so teams never have to think about them. AI agents navigate thousands of government portals, open state tax accounts, resolve compliance notices, and file forms upstream before they ever surface to a customer. Backed by $25M from Sound Ventures, Y Combinator, and the founders of Dropbox, Replit, OpenAI, and Cruise. Trusted by 1,000+ companies.This is the first Senior CX Manager role at the company the person who decides what great customer experience looks like, builds the team to deliver it, and owns the outcome completely. This is a greenfield role: you design the support function from scratch, set the standard, hire to it, and build the systems and culture that scale with the company. You will own the people, process, metrics, and escalations while handling the highest-stakes payroll and compliance issues that cross multiple teams.What You'll Own:Own the support org end-to-end: hiring, training, career pathing, and accountability for team performance and SLAsHandle complex, high-stakes payroll and compliance issues directly, orchestrating resolution across product, engineering, tax, and benefits teamsBuild the systems, runbooks, SLA frameworks, and escalation playbooks that prevent problems from reaching customersDevelop managers and team leads, building the organizational layers that will scale with company growthConduct root cause analysis on systemic issues and partner with Product and Engineering to close the loopServe as the voice of the customer in leadership discussions and decision-making Qualifications: 58 years in support operations or customer-facing leadership with direct management experience must have owned headcount, SLAs, performance reviews, and organizational structureDeep payroll and HRIS domain knowledge can debug a tax filing error, untangle multi-state compliance issues, and explain garnishments without hand-holdingExperience managing managers or team leads has built support teams from scratch with a track record to prove itFintech, HRIS, or payroll platform background understands the complexity and compliance-sensitive nature of these systemsComposed under pressure, data-fluent, and biased toward action doesn't wait for a playbook, writes itNew York City, in-person Why is This a Great Opportunity: First Senior CX Manager hire greenfield ownership of the entire support function with direct influence on company directionBacked by $25M from Sound Ventures, Y Combinator, and founders of Dropbox, Replit, OpenAI, and Cruise elite investor and founder network1,000+ companies already on the platform real scale, real stakes, real impact from day oneOTE of $112,000$181,000 plus competitive equityAI-native platform solving compliance complexity that no one else will touch genuinely differentiated product to representSeries A company where playbooks are still being written high ownership, high visibility, fast growthSalary Type : Annual SalarySalary Min : $ 112000Salary Max : $ 181000Currency Type : USDNigel