Vice President of Customer Experience, Payments

Vice President of Customer Experience, Payments

About the Company

A growing merchant acquiring and embedded payments platform.

Industry
Financial Services

Type
Privately Held

About the Role

The Company is seeking a Vice President of Customer Experience with a focus on payments. This executive will be responsible for building and leading the CX organization, with a primary focus on the merchant journey, including onboarding, support, retention, and expansion. The role is not for a call center leader or a SaaS customer success manager; instead, it requires a professional who can redesign and enhance the experience of merchants and partners within the payments ecosystem. The successful candidate will operate as the voice of the merchant, leading a 25-person team, and working closely with cross-functional teams to tie CX performance to key business metrics. A hard requirement for this role is direct operational experience with specific processing platforms, including TSYS, Global Payments, and/or Fiserv. The ideal candidate will have a background in payments, merchant acquiring, PayFac, or embedded payments, with a strong understanding of settlement, funding, chargebacks, and merchant lifecycle operations. The role demands a leader who has built or scaled a CX/support organization and is comfortable operating at an executive level. This is a critical position that will have a direct impact on the company's revenue growth, partner retention, and overall valuation, making it essential for the candidate to have a deep understanding of how customer experience within the payments ecosystem influences business outcomes.

Functions

• Operations