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Head Of Customer Experience Jobs (NOW HIRING)

Stord

Head of Customer Experience

Atlanta, GA

$133K - $170K/yr

As the Head of Customer Experience, you are the strategic visionary responsible for the end-to-end customer journey and the long-term health of our global enterprise portfolio. Reporting directly to ...

Pulse Games

Head of Customer Support

Head Of Customer Support We create mobile games that are fun, visually engaging, and built around ... Proven experience in scaling support operations in mobile games * Deep familiarity with support ...

Pulse Games

Head of Customer Support

Los Angeles, CA · On-site

We are looking for a Head of Customer Support to join our team. You'll be responsible for building ... Proven experience in scaling support operations in mobile games * Deep familiarity with support ...

Pulse Games

Head of Customer Support

Seattle, WA · On-site

We are looking for a Head of Customer Support to join our team. You'll be responsible for building ... Proven experience in scaling support operations in mobile games * Deep familiarity with support ...

Semrush

Global Head of Customer Experience & Support

Customer success for Enterprise, MM & SMB customers. The largest motion today and the foundation of ... Experience across more than one motion (direct, channel, or data solutions) * Enterprise customer ...

Semrush

Global Head of Customer Experience & Support

Customer success for Enterprise, MM & SMB customers. The largest motion today and the foundation of ... Experience across more than one motion (direct, channel, or data solutions) * Enterprise customer ...

Vay

Head of Customer Support

Las Vegas, NV · On-site

$16.25 - $20.75/hr

The Head of Customer Support leads Vay's frontline support organization, overseeing Customer ... Surface recurring bugs, UX issues, and feature requests to the Product team with data-driven ...

Adobe

Head of Customer Success

San Jose, CA · On-site

Head Of Customer Success Adobe is seeking a dynamic Head of Customer Success to lead the Americas C ... Customer Leadership Experience: Proven track record of leading high-performing, customer-facing ...

Baya Systems

Head of Customer Programs

Santa Clara, CA · Hybrid

Head of Customer Programs Location: Santa Clara, CA (On-site/Hybrid) Reports To: CEO Role Summary ... Qualifications Experience: 7-10+ years in Technical Program Management within the semiconductor or ...

DET Norske Veritas

Head of Customer Success

Houston, TX · On-site

We are seeking an exceptional Head of Customer Success to lead the global Customer Success function ... Leverage AI, automation, and scalable processes to improve customer experience and operational ...

KatRisk

Head of Customer Success

Chicago, IL · Remote

Role Overview KatRisk is looking for an experienced and client-focused Head of Customer Success to own and lead the customer success function. This is a hands-on customer facing role -- you\'ll be ...

Front Door Defense

Head of Customer Success

Los Angeles, CA · On-site

$180 - $200/hr

Head Of Customer Success Build and scale the enterprise Customer Success function for hardware ... Experience managing large enterprise customers with complex buying committees and high‑value ...

New

BackOps AI

Head of Customer Success

San Francisco, CA · On-site

As Head of Customer Success, you will lead our customer success team and own retention, adoption ... Experience managing complex enterprise accounts with six-figure+ ACV * Experience in operations ...

Frontera

Head of Customer Success

San Francisco, CA · On-site

Head Of Customer Success Frontera is reimagining how children with autism and other behavioral ... You have proven experience owning an upsell or expansion number, and you have identified ...

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Head Of Customer Experience information

What are some common challenges faced by a head of customer experience, and how can they be addressed?

A Head of Customer Experience often faces challenges such as aligning cross-departmental teams around a unified customer-centric vision and ensuring consistent service quality across multiple touchpoints. Addressing these challenges typically involves fostering strong communication between departments, implementing clear customer feedback loops, and using data-driven insights to inform strategic decisions. Building a culture that values customer feedback and continuous improvement is key, as is regularly training staff to adapt to evolving customer expectations. Collaboration with leadership and frontline teams is essential for driving meaningful improvements and maintaining a seamless customer journey.

What are the key skills and qualifications needed to thrive as a head of customer experience, and why are they important?

To excel as a Head Of Customer Experience, you need expertise in customer journey mapping, data analysis, and strategic leadership, typically supported by a degree in business, marketing, or a related field. Familiarity with CRM platforms, customer feedback tools, and analytics systems is vital for driving improvements and measuring success. Exceptional communication, problem-solving, and team leadership skills help foster a customer-centric culture and inspire cross-functional collaboration. These abilities are crucial for enhancing customer satisfaction, loyalty, and achieving business growth.

What does a head of customer experience do?

A Head of Customer Experience is responsible for overseeing and improving all aspects of the customer journey within a company. They develop strategies to enhance customer satisfaction, loyalty, and engagement by analyzing feedback, implementing service improvements, and ensuring alignment across departments. Their goal is to create a seamless and positive experience for customers at every touchpoint, which often involves working closely with marketing, sales, and support teams. Ultimately, they help drive business growth by fostering strong customer relationships.

What is the difference between Head Of Customer Experience vs Customer Service Manager?

AspectHead Of Customer ExperienceCustomer Service Manager
ResponsibilitiesOversees overall customer experience strategy, customer journey, and brand perceptionManages customer service team, handles customer inquiries, and resolves issues
Required SkillsStrategic thinking, leadership, data analysis, cross-department collaborationCommunication skills, problem-solving, team management
Work EnvironmentExecutive level, cross-functional teams, strategic planningCustomer support centers, team management, daily operations
Industry UsageCommon in organizations focusing on customer experience and brand loyaltyCommon in customer support and service departments across industries

The Head Of Customer Experience focuses on shaping the overall customer journey and brand perception, often working at an executive level. In contrast, the Customer Service Manager handles day-to-day customer interactions and team management. While both roles aim to improve customer satisfaction, their scope and strategic involvement differ significantly.

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Head Of Customer Experience jobs near you
Infographic showing various Head Of Customer Experience job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 19% Part Time, and 4% Contract. Highlights an 93% Physical, 1% Hybrid, and 6% Remote job distribution.

Head of Customer Experience

Parafin Inc

San Francisco, CA • On-site

Other

Medical, Dental, Vision, Retirement, PTO

Posted 28 days ago

Job description

About Us:
At Parafin, we're on a mission to grow small businesses.
Small businesses are the backbone of our economy, but traditional banks often don't have their backs. We build tech that makes it simple for small businesses to access the financial tools they need through the platforms they already sell on.
We partner with companies like DoorDash, Amazon, Worldpay, and Mindbody to offer fast and flexible funding, spend management, and savings tools to their small business users via a simple integration. Parafin takes on all the complexity of capital markets, underwriting, servicing, compliance, and customer service for our partners.
We're a tight-knit team of innovators hailing from Stripe, Square, Plaid, Coinbase, Robinhood, CERN, and more - all united by a passion for building tools that help small businesses succeed. Parafin is backed by prominent venture capitalists including GIC, Notable Capital, Redpoint Ventures, Ribbit Capital, and Thrive Capital. Parafin is a Series C company, and we have raised more than $194M in equity and $340M in debt facilities.
Join us in creating a future where every small business has the financial tools they need.
About the Position
We are looking for a Head of Customer Experience to own and scale Parafin's entire customer experience function. This is a full-time exempt leadership position, based onsite at our San Francisco office, and reports directly to Parafin's executive team.
As Parafin grows the capital, spend, and savings programs we power for partners like DoorDash, Amazon, Worldpay, and Mindbody, the experience we deliver to small businesses is a core differentiator. You will set the vision and strategy for how we support millions of small businesses across our partners' platforms - building the team, systems, and standards that make world-class, white-labeled support possible at scale. You will lead a growing organization of support specialists, own our CX metrics end-to-end, and partner with Product, Engineering, Risk, and our partner-facing teams to turn customer insight into product and process improvements.
Are you a customer experience leader who is excited to build a function from the ground up, work with leading brands, and help small businesses grow? If so, come join us!
What You'll Be Doing:
  • CX Strategy & Vision: Define and own the multi-year strategy for Parafin's customer experience across all products and partners, including how we apply AI and automation to deliver a faster, higher-quality experience. Set the standards, service levels, and operating model for a support organization that scales with the business.
  • Organizational Leadership: Build, lead, and develop a multi-layered CX organization - hiring and coaching support managers, defining team structure, and creating clear paths for growth. Lead through managers as the team scales.
  • Performance & Metrics Ownership: Own the full set of CX KPIs (CSAT, response and resolution times, quality, cost-to-serve) and report on performance and investment needs to the executive team.
  • Partner & Executive Stakeholder Management: Serve as the senior CX point of contact for Parafin's partners. Represent the voice of the customer in partner reviews and executive forums, and ensure our white-labeled support meets each partner's bar.
  • Cross-Functional Leadership: Partner with Product, Engineering, Risk, and Compliance to surface customer pain points, influence the roadmap, and drive systemic fixes rather than one-off resolutions.
  • Operations, Tooling & Vendors: Own the CX tech stack (Zendesk and related tooling), automation and AI strategy, headcount planning, budget, and any outsourced/BPO or vendor relationships.
  • Scaling & Process Design: Design the processes, playbooks, and quality programs that let support scale efficiently while improving quality and reducing response times.
What We're Searching For:
  • You have 10+ years in customer support/customer experience, with 5+ years in leadership, including experience managing managers
  • You have built or substantially scaled a CX or support organization, ideally through a period of rapid growth
  • You have hands-on experience deploying AI and automation to elevate the customer experience - using it to deflect routine inquiries, speed up resolution, and free your team to focus on higher-value work, without sacrificing quality or the customer relationship.
  • You set strategy and own metrics end to end, and can move fluidly between executive-level planning and hands-on operational problem solving
  • You have excellent prioritization skills and are comfortable owning, competing, and shifting priorities across multiple products and partners
  • You're excited about solving problems and are always looking for better ways of doing things
  • You are a strong cross-functional partner and a positive contributor to team and company culture
We Prefer If You Have:
  • Experience leading white-labeled or partner/B2B2C support at scale
  • Fintech or financial services experience
  • Deep proficiency with Zendesk (administration and configuration) and CX automation/self-service tooling
  • Experience leading distributed and/or outsourced (BPO) teams
  • Experience at an early-stage or hyper-growth startup
What We Offer
  • Salary Range: $145k to $190k
  • Equity grant
  • Medical, dental & vision insurance
  • Work from home flexibility
  • Unlimited PTO
  • Commuter benefits
  • Free lunches
  • Paid parental leave
  • 401(k)
  • Employee assistance program

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us.

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