Customer Experience Operations Lead, Relay
CA$121.5-148.5k
+ Equity
In office Tues/Weds/Thurs
Online business banking and money management
Open for applications
Online business banking and money management
201-500 employees
Open for applications
CA$121.5-148.5k
+ Equity
In office Tues/Weds/Thurs
201-500 employees
Company mission
To help small businesses have greater financial clarity to build health, lasting businesses.
Role
Who you are
- 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
- No one is a perfect match on paper. If this role excites you, we’d love to hear from you and figure out together if it’s a great fit
Desirable
- You have prior experience in B2B SaaS, fintech or a neobank
- You are proficient in SQL
What the job involves
- 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
Application process
- 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 60-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
Our take
Traditional banking options can feel outdated and tedious, especially if this includes in-person visits and waiting in line. This has led to the rise of online banking - but lots of smaller companies have to navigate multiple complicated applications in order to manage this business banking.
This is what Relay aims to fix. It's no-fee, online banking and money management platform looks to tackle financial complexity for SMBs. The company's goal is to fully automate the finance function using banking that deeply integrates into back-office systems. And its software is designed to affordably increase financial clarity and security, reducing the time spent on administrative tasks.
Relay is focused on its long-term goals and plans to scale up distribution and grow in sales, marketing, customer support, operations, engineering and product. The company currently serves thousands of SMBs across the US with the goal to get 100,000 small businesses over the next few years.
Freddie
Company Specialist at Welcome to the Jungle
Insights
58% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2024
$32.2m
SERIES B
May 2021
$15m
SERIES A
Total funding: $51.7m
Company benefits
- Competitive salary and meaningful equity: Relay employees are Relay owners, complete with equity and a competitive salary. Since 2023, 66%+ of employees have received salary increases, with multiple new team members joining just last year.
- Social connection: We believe in celebrating our wins with two annual company-wide get-togethers, quarterly team events, happy hours, and special events and networking opportunities with industry leaders.
- Personal and professional growth: Through ongoing feedback, mentorship, and coaching, work with peers and leaders who are invested in your growth and success. Even with more than half of our team joining in the last 12 months, almost 20% have received promotions in the last year alone.
- Parental leave with top-up: We offer 12 weeks off with a 100% salary top-up for all full-time employees, regardless of location, and accessible for all parents: birthing, non-birthing, and adoptive
- Comprehensive health benefits: Enjoy full health benefits from day one: no probation period required. We offer flexible Health or Wellness Spending Accounts and medical, dental, and vision coverage for you and your dependents.
- Hybrid work environment: We value meaningful collaboration and connection at our Toronto office three days per week, with lunch, snacks, and beverages on us.
- Top-tier equipment: As a Mac-first company, our Toronto offices have everything you need to produce your best work comfortably, from multiple screens to ergonomic seating.
- Flexible vacation and time off: Every team member starts with 15 vacation days and 5 flex days to use as needed, plus an extra week of office closure during the end-of-year holidays.
- Dog-friendly space: Can dogs really make you happy and healthy? We don’t know for sure, but since we don’t want to chance it, our office is 100% floof-friendly.
- Award-winning workplace: As a winner of CB Insights' Fintech 100, Deloitte Canada's Technology Fast 50, Forbes Fintech 50, and the CIX Top 10 Growth Award, Relay is a recognized innovative and high-growth company.
Company HQ
St. Lawrence, Toronto, ON
Leadership
Yoseph West
(Co-Founder & CEO)Yoseph has a range of experience including serving as the CEO at Vuru, Director of Product Engagement at Wave, and Head of Marketing at Hubdoc.
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