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, re‑imagining the operating model, shaping CX enablement, managing BPO partners, and ensuring customer insights meaningfully influence product, risk, and business decisions. 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 act 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 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 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 Disclaimer: For compliance reasons, all offers of employment at Relay are conditional upon a successful background check and employment verification through Certn. #J-18808-Ljbffr