Customer Experience Lead

Role & Purpose 

This is a fully remote, high-impact role at the heart of how InterPayments shows up for its customers. In payments, things get complex, and you’ll be the person our merchants rely on when they do. If you're energized by solving real problems, building relationships, and creating new experiences to make things work better than you found it.  

This role is a launchpad. 

You'll work cross-functionally with Sales, Product, Engineering, Finance, and Customer Success in a front-row seat at a growing fintech startup. Over time, this role has paths to grow into Operations, Customer Success, and Team Leadership opportunities as our operations grow. 

What You'll Do 

Day-to-Day Support 

• Own the customer support queue, responding to merchant inquiries with urgency, empathy, and clarity. 

• Assist with merchant onboarding and offboarding, ensuring smooth transitions at every stage. 

• Manage and maintain accurate ticket statuses and customer records across support tools. 

• Build real relationships with merchants, becoming a trusted advocate both internally and externally. 

• Work with Customer Success to improve our merchant journey through all stages of their lifecycle. 

• Be the Voice of the Customer by reporting and presenting their experiences to internal stakeholders. 

Operations & Improvement 

• Monitor support queues and flag trends, FAQs, and recurring issues to leadership. 

• Run and present monthly reporting on support performance against SLAs and customer satisfaction goals. 

• Build and maintain internal documentation, SOPs, and knowledge base articles to reduce repeat issues and speed up resolution. 

• Partner with Product and Engineering to triage, track, and communicate customer-reported issues, and feed what you learn back into how we improve. 

Growth & Ownership 

• As the team and company grow, take ownership of defining SLAs, escalation paths, and support best practices. 

• Develop KPIs and reporting dashboards (first response time, time to resolution, CSAT) and contribute to operational reviews. 

• Identify opportunities to use technology (including AI tools) to increase your own impact and the team's efficiency. 

Requirements 

What we're looking for: 

• 2+ years of experience in a customer-facing support or operations role, ideally in a SaaS, tech, or digital-first environment. 

• Hands-on experience with support and CRM tools like Zendesk, Salesforce, or similar platforms. 

• Strong written and verbal communication skills; you can explain something complex without making it feel complicated. 

• A self-starter mindset. You don't wait to be told what needs fixing; you find it and fix it. 

• Comfortable working remotely and managing your own time, priorities, and deadlines. 

• Curious and hungry. You don't need to know payments on day one, but you need to want to learn it deeply. 

Nice to have (but not required): 

• Familiarity with APIs, webhooks, or technical integrations; even at a conceptual level, and willing to learn with hands-on experience. 

• Startup Experience, with bonus points for fintech, payments, or a similarly complex product environment. 

• Any exposure to B2B or customer-facing support. 

Who You Are 

You see joining a fintech startup not just as a job, but as a chance to grow fast, do meaningful work, and open doors you didn't have before. 

• Customer-first: You genuinely care about the people on the other end of the ticket. You put yourself in their shoes before you type a single word. 

• Operationally minded: You notice when a process is broken and you do something about it. You like building things that scale. 

• Calm under pressure: When something's on fire, you're the one people want in the room. Or the Teams thread. 

• Remote-ready: You're self-motivated, organized, and don't need someone looking over your shoulder to do great work. 

• Curious: You ask why things work the way they do, because understanding the system is how you improve the system. 

InterPayments' Values 

• Customers and mission first: We align our goals with customer outcomes and keep their perspective central in every decision. 

• Always build trust: We focus on the long-term, assume good intent, act ethically, and are responsive and reliable in every interaction. 

• Do the hard(er) thing: We reject complacency, seek honest feedback, stay relentlessly curious, simplify complexity, and make data-driven decisions — even when it takes more work.