Parafin
Senior Manager, Customer Experience
$145K–$190K
San Francisco, CA · Hybrid · Manager · Full-time · Posted Oct 28, 2026
- Experience
- 10+ years in customer support/customer experience, with 5+ years in leadership, including managing managers.
About the job
Leads and scales Parafin’s customer experience organization, strategy, operations, and support across its products and partners.
What you'll do
- Set CX strategy, service standards, operating model, and AI and automation approach.
- Build and lead the support organization; own CX metrics, tools, budget, vendors, and performance reporting.
- Represent customer needs with partners and collaborate across Product, Engineering, Risk, and Compliance to improve products and processes.
What they ask for
- 10+ years in customer support or customer experience, including 5+ years in leadership and experience managing managers.
- Experience building or substantially scaling a CX or support organization.
- Hands-on experience deploying AI and automation to improve customer experience while maintaining quality.
- Ability to set strategy, own metrics end to end, and handle executive planning and operational problem solving.
Nice to have
- Experience leading white-labeled or partner/B2B2C support at scale; fintech or financial services experience.
- Deep proficiency with Zendesk and CX automation/self-service tooling; experience leading distributed or outsourced teams or working at an early-stage or hyper-growth startup.
Pay
$145k to $190k (base salary)
Tools
Zendesk
AI focus
Define the AI and automation strategy and deploy AI and automation to deflect routine inquiries, speed resolution, and improve support quality and efficiency.
Model-written summary · the original posting is authoritative