Parafin

Customer Support

• Define and own multi-year CX strategy for Parafin across all products
• Build, lead, and develop a CX organization, hiring/coaching managers
• Own CX KPIs and report performance to the executive team
• Serve as senior CX contact for partners, ensuring support meets expectations
• Partner with multiple departments to address customer pain points and influence product roadmap
• Own CX tech stack, automation strategy, and vendor relationships
• Design efficient support processes and quality programs

Head of Customer Experience

Compliance

• Advising business teams on compliance matters related to information security, data sharing, and vendor oversight
• Publishing written guidance to help your teammates understand relevant subject matter
• Leading remediation efforts if and when issues present themselves, determining root causes, and developing and testing corrective actions
• Coordinating with business teams to ensure partnerships and procurement align with requirements
• Building, designing, and improving compliance policies and processes that will help Parafin become more efficient and effective
• Proactively advising on newly identified internal and external risks
• Trust. . . but verify
• Partner with product, finance, marketing, operations, and data teams to build operationally efficient and effective programs

Compliance Manager

Brand Designer

• Own and evolve Parafin's visual identity, maintaining the brand system and building out templates and components. Maintain and scale a brand asset library and style guide so the whole company can stay on-brand.
• Concept and execute marketing campaigns across web, social, paid ads, email, blog, and video, from initial idea to final delivery.
• Design, build, and maintain website assets and pages, partnering with marketing and engineering to keep our web presence polished, modern, and up to date.
• Art-direct and produce video and motion content for social, ads, and web: hands-on or through vendors.
• Collaborate with the product design team to accurately represent and market our product, highlighting key features, maintaining visual consistency, and ensuring product visuals reflect the real experience we deliver.
• Create event and office materials such as posters, signage, swag, and internal communications.
• Proactively identify opportunities to improve how Parafin shows up in the market, finding gaps in the brand system and proposing how to fill them before being asked.

Senior Brand Designer

Full-stack Engineer

• Design and build scalable systems that support our merchant-facing products and services.
• Develop features that enhance the merchant experience and drive engagement.
• Collaborate with cross-functional teams to deliver seamless product integrations.

Staff Software Engineer, Merchant Platform

Engineer

• Define Partner Solutions
• Lead technical discovery with partners, evaluating feasibility and driving scoping sessions to define integration approaches across diverse capital partnerships.
• Define a best-in-class technical pre-sales strategy and process at Parafin in collaboration with leadership.
• Develop detailed architectural blueprints and technical documentation for project implementation.
• Conduct informative and engaging sessions to showcase our product portfolio, advocating for the most suitable technical solutions for our partners.
• Develop and execute proof of concepts to demonstrate feasibility and effectiveness of embedded finance.
• Own Partner Implementations
• Scale technical onboarding with a focus on reducing the time to integrate with Parafin products. This can include owning and building internal or partner-facing tools to streamline onboarding.
• Drive the technical implementation of new capital launches from initial planning through partner coordination, issue resolution, comprehensive testing, and final go-live.
• Act as the central point of contact for identifying and debugging critical technical issues, coordinating prompt resolutions between internal teams and platform partners. Where necessary, provide tailored solutions to meet partners’ integration needs.
• Document integration details and processes (internally and for partners), ensuring knowledge transfer and ease of support as our partner portfolio scales.
• Be the voice for our partners internally - Capture integration learnings and feedback to influence product roadmap, APIs, and platform improvements.
• Scale Partner support / operations
• Provide partner focussed support, monitoring and stability post-launch.
• Provide ongoing technical account management post-launch - optimizing integrations, expanding product usage, and monitoring and swiftly resolving integration-related challenges.
• Drive tooling & automation to scale repeatable integration patterns.
• Work with Product & Platform teams to evolve partner facing assets based on real-world partner needs.
• Instrument telemetry, logs, dashboards to monitor partner integrations at scale.
• Uphold technical documentation standards across company and be the flag bearer for managing our public facing docs.

Head of Customer Experience

Compliance Manager

Senior Brand Designer

Staff Software Engineer, Merchant Platform

Partner Engineer