Customer Experience Operations Lead

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money—bringing clarity, confidence, and control to every dollar earned, so they can turn hard work into lasting success. We do this by replacing financial guesswork with real visibility, transforming cash flow from a constant source of stress into a clear signal owners can use to run stronger, more resilient businesses.

Delivering a great customer experience for SMBs is a key differentiator for us, and we are investing heavily in building a world-class support team (CX). As we enter our next phase of growth, we’re expanding our CX Operations function to scale with intention – without sacrificing quality, while continuing to raise the bar for customer service.

We’re hiring a Customer Experience Operations Lead to own and evolve the operational backbone of our CX organization. You’ll design and scale the systems, workflows, and data that directly impact CX performance. This is a highly visible individual contributor role for someone who thrives on bringing structure to complexity and driving operational excellence. Sitting at the intersection of strategy, tooling, data, and execution, you’ll partner closely with CX leadership, Business Operations, and Data to translate ambiguity into measurable operational improvements. You’ll have real ownership over the CX tech stack and the levers that improve efficiency, resolution quality, and AI performance.

• Technology & Tooling: Own and evolve the CX tech stack (Zendesk, Salesforce), including workflow design, system configuration, integrations, and data integrity. Partner with CX leaders to identify and solve the highest-impact operational and tooling challenges across the organization

• CX Operations Strategy & Roadmap: Build and drive a CX Operations roadmap that translates strategy into measurable impact

• Workflow Design & Automation: Design, implement, and QA workflows that improve efficiency and customer outcomes, including AI-enabled support flows and process automation across the CX team

• Cross-Functional Collaboration: Partner closely with Business Operations, Data, and Systems teams to ensure CX data is accurate, connected, and actionable

• CX Operational Excellence: Establish clear operational foundations, documentation, and best practices that enable CX to scale as a world-class organization

• Data & Insights: Build reporting and insights that help leadership to understand the impact of operational changes, track performance, and make informed, data-driven decisions

• You have 5\+ years of experience in CX Operations / Customer Support Operations

• You lead and operate customer experience platforms end to end, with hands-on expertise in Zendesk tooling, workflow design, and data insights

• You think in systems and processes, turning high-level strategy into practical, scalable execution

• You work closely with cross-functional partners to align workflows, data, and operational outcomes

• You bring strong communication skills, demonstrating executive presence when working with senior leadership

• You thrive in ambiguity, building scalable operational foundations from the ground up

• You have prior experience in B2B SaaS, fintech or a neobank

• You are proficient in SQL

• Stage 1: A 30-minute Google Meet video call with a member of the Talent team

• Stage 2: A 60-minute Google Meet video call with the VP, Operations

• Stage 3: A whiteboard session with our team in a 45-minute Google Meet video call

• Stage 4: A 45-minute Google Meet video call with a member of the Leadership team

• Stage 5: A take-home case study followed by a 60-minute Google Meet video call with our team

• You push relentlessly for reinvention: You're always asking "how can this be better?" -- in your work, in your craft, in yourself. Comfort is a signal to push harder, not coast. You'd rather build something better than defend something familiar.

• You crave autonomy: We trust our team with big challenges and the freedom to solve them. If you’re someone who takes initiative, is comfortable taking risks, and seeks input when needed, you’ll find the freedom here empowering.

• You own your work: You take pride in your work, follow through on commitments, and feel a deep sense of responsibility for outcomes, not just tasks.

• You build with AI, not just use it: You're actively embedding AI into how you work, pushing what's possible, and bringing your team along with you.

• You care about impact, not noise: You care deeply about the substance of your work. You measure success by results, not recognition, and you let your work speak for itself.

• You’re energized by complexity and ambiguity: You enjoy tackling problems that don’t come with a playbook. You’re comfortable building from scratch, iterating as you go, and collaborating to shape the best path forward.

• You seek out feedback: You see directness as respect, not criticism. You actively seek input, sit with hard truths, and use feedback as fuel for improvement.

• Small businesses are why we're here: Relay exists to help them thrive -- and that mission has to resonate with you.

Join Us

We're looking for people who are relentless, curious, and care deeply about the work. You're encouraged to apply even if your experience doesn't perfectly match the job description -- your perspective and drive matter more. We welcome diverse backgrounds and people who think critically, challenge the status quo, and want to help small businesses thrive.

If you require accommodations at any stage of the hiring process, please reach out to your Talent Partner.

Disclaimer: For compliance reasons, all offers of employment at Relay are conditional upon a successful background check and employment verification through Certn.