What You'll Do
Lead the strategy and execution of customer support and payroll onboarding, ensuring reliable operations and a seamless customer journey. You’ll redesign reactive support workflows into proactive, predictable experiences that reduce friction and build long-term trust. Your focus will be on scaling service delivery without sacrificing quality, using AI and automation to streamline processes while preserving meaningful human interaction.
Collaborate with Product and Engineering to align support systems with product development, ensuring smooth integration within the platform. Use customer insights to influence roadmap priorities and drive continuous improvements in experience and efficiency. Establish clear operating rhythms, escalation protocols, and accountability structures across teams to maintain consistency at scale.
Own key performance metrics such as time-to-value, customer effort, satisfaction scores, and revenue retention. Use data to identify gaps, prioritize initiatives, and raise operational standards over time. Build and mentor a team of support and implementation specialists, developing leaders who embody urgency, clarity, and deep customer empathy.
Requirements
- 8+ years of experience leading customer support or implementation teams with demonstrated impact on customer outcomes and retention
- Proven success working across Product, Engineering, and Revenue functions to align customer success with business growth
- Track record of linking customer support performance directly to revenue stability and expansion
- Experience deploying AI or automation to improve efficiency or customer experience
- Ability to leverage in-office presence to foster a high-accountability, energized team culture
Preferred Qualifications
- Familiarity with payroll systems, onboarding workflows, and SaaS operations
- Prior experience in payroll or compliance-adjacent domains
Benefits
- Stock options
- 401(k) with 4% company match
- Medical, dental, and vision insurance
- Flexible Spending Account (FSA) options
- Unlimited paid time off (salaried)
- Company-observed holidays
- Access to paid AI tools with minimal restrictions
- Up to 12 weeks of paid parental leave after six months of employment
- Life and short- and long-term disability insurance
- Annual Work From Anywhere Month
- Meeting-free weeks each year
- Meals provided during office days
- Commuter benefits
- Team offsites and customer engagement events
