Head of Customer Experience

Parafin

Head of Customer Experience at Parafin, overseeing customer support strategies for small business financial tools. Leading team development and operational metrics for enhancing customer experience.

Posted 7/10/2026full-timeSan Francisco • California • 🇺🇸 United StatesLead💰 $145,000 - $190,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

10+ years in customer support/customer experience, with 5+ years in leadership, including managing managers
Experience building or scaling a CX or support organization, ideally through rapid growth
Hands-on experience deploying AI and automation to enhance customer experience
Set strategy and own metrics end to end, comfortable with both executive planning and operational problem solving
Excellent prioritization skills, able to manage competing priorities across products and partners
Strong cross-functional partner and positive team contributor

Benefits

Comp & perks

Equity grant
Medical, dental & vision insurance
Work from home flexibility
Unlimited PTO
Commuter benefits
Free lunches
Paid parental leave
401(k)
Employee assistance program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SupportCustomer ExperienceLeadershipMetrics ManagementOperational Problem Solving

Soft Skills

PrioritizationTeam Contribution