Who is Recruiting from Scratch :
Recruiting from Scratch is a talent firm that focuses on placing the best candidate for our clients. Our team is 100% remote and we work with teams across North America, South America, and Europe to help them hire.
Location: New York City Company Stage: Series B Fintech Company Office Type: Onsite (5 days per week) Salary: $170,000 - $230,000
Company Description: Our client is revolutionizing the financial technology space with an innovative banking and spend management platform serving businesses of all sizes. As a fast-growing fintech startup backed by significant venture funding, they've built a product that combines corporate cards, banking, treasury, and expense management into one seamless platform. They pride themselves on delivering exceptional customer service as a core competitive advantage.
What You Will Do:
- Lead and scale a global customer service organization of 15-20 team members and multiple managers, driving exceptional customer experiences
- Develop and implement strategic initiatives to enhance service quality, operational efficiency, and team performance
- Create and optimize quality assurance programs, training protocols, and performance metrics
- Partner with senior leadership to align customer service strategy with overall business objectives
- Drive continuous improvement in key metrics including CSAT and NPS
- Build and nurture a high-performance culture across distributed teams
- Implement and optimize support infrastructure and processes to scale with rapid growth
Ideal Candidate Background:
- 7+ years of experience in customer experience/support roles, with 3+ years of people management experience
- Proven track record of building and scaling support teams in high-growth technology companies
- Experience managing distributed teams and developing customer service professionals
- Strong operational background with demonstrated success in process improvement and team optimization
- Experience with Zendesk or similar customer support platforms
- Background in high-touch, quality-focused support environments
- History of driving measurable improvements in customer experience metrics
Preferred:
- Fintech or financial services industry experience
- Experience working in venture-backed startups
- Track record of implementing successful quality assurance and training programs
- Background in building support documentation and protocols
- Experience managing teams across multiple locations
Compensation and Additional Information:
- Competitive base salary range: $170,000 - $230,000
- Comprehensive benefits package
- Opportunity to make significant impact in a high-growth environment
- Position includes regular travel to international offices
- Professional development and growth opportunities
- Located in a prime NYC location
This role represents an exciting opportunity for a customer experience leader who thrives in fast-paced environments and is passionate about building exceptional service organizations. The ideal candidate will combine strategic thinking with operational excellence to drive results in a dynamic, high-growth environment.
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