Customer Experience Team Lead

We're looking for a Customer Experience (CX) Team Lead to help shape and scale how we deliver support to our users, rebuilding the global financial pipes money flows through. The ideal candidate is a hands-on leader who balances empathy and efficiency, drives operational excellence, and partners cross-functionally to improve the overall customer experience.

Requirements

• 3-6+ years of experience in customer support, CX, or operations — including at least 1 year in a leadership or team lead capacity.
• Background in fintech, payments, or financial services preferred.
• Excellent written and verbal communication skills with the ability to coach and inspire others.
• Analytical mindset with experience interpreting performance metrics and driving process improvement.
• Strong problem-solving skills and the ability to stay calm under pressure.
• Experience with tools like Zendesk, Notion, Google Workspace, QA platforms, and CRM systems.

Benefits

• Top-tier coverage: We cover 95% of Medical, Dental, and Vision premiums.
• 401(k) with matching: Invest in your future, just like we’re investing in ours.
• Ownership that matters: Every team member gets equity because we believe in building together.
• Work your way: Flexible hybrid setup with a prime SoHo office for NYC-based teammates.
• Unlimited PTO: Because time to rest and reset is just as important as time to ship.
• Product-first perks: Monthly budget to test our cards and features like a real user.
• Wellness support: Monthly stipend to spend on fitness, therapy, or whatever keeps you thriving.
• Home office setup: One-time stipend to create a space that works for you.
• Team connection: Frequent company events, team dinners, and offsites to stay connected.