Job Description

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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