Vice President of Customer Experience, Relay
Online business banking and money management
Be an early applicant
Online business banking and money management
201-500 employees
Be an early applicant
201-500 employees
Company mission
To help small businesses have greater financial clarity to build health, lasting businesses.
Role
Who you are
- 10+ years of experience in Customer Support or Operations leadership
- Proven experience scaling support in a high-growth environment
- Deep experience managing and optimizing BPO partnerships
- Strong understanding of CX enablement, tooling, and analytics
- Ability to balance quality, speed, cost, and risk
- Executive presence and comfort operating with ambiguity
- Track record of building strong leaders and teams
- Research shows that women-identifying and other marginalized individuals often apply only if they meet 100% of the qualifications. But 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
- Experience in SMB fintech, banking, accounting software, or vertical SaaS
- Experience partnering closely with Product teams to evolve product experience to reduce customer friction
- Fluency in AI agents and enabling their success within their support journey
What the job involves
- Relay is looking for a VP of Customer Experience to scale our customer support function as we move through our next phase of growth
- You will be responsible for designing how frictionless support works at Relay
- That includes re-imagining the operating model, shaping CX enablement, managing BPO partners, and ensuring customer insights meaningfully influence product, risk, and business decisions
- We’re looking for a leader who is comfortable operating in ambiguity, rolling up their sleeves, and building systems, leaders, and leverage as Relay continues to scale
- At Relay, Customer Support is a core part of how we earn trust with our customers. This role will shape not only how we support customers today, but how customer insight drives better decisions across Relay as we grow
- Define the end-to-end CX vision and long-term experience standards
- Design the support operating model (onshore, BPO, automation, self-service)
- Set multi-year strategy for channels, staffing, and technology
- Anticipate future capacity, risk, and complexity before they become problems
- Build a strong, durable leadership bench and acting as a force multiplier for the team
- Hire and develop senior CX leaders (Directors, Senior Managers) who can independently own execution
- Define what “great” looks like at each leadership level and coach against it
- Increase the organization’s capacity to make decisions without escalation
- Identify and grow high-potential talent who can take on broader scope over time
- Reduce single points of failure by distributing ownership and judgment
- You are accountable for outcomes, not daily metrics
- Contact rate per customer
- Bot resolution and self-service adoption
- Quality and CSAT trends over time
- BPO performance at scale (quality, stability, leverage)
- Evidence that CX insights are shaping Product and Risk decisions
- Support scaling without linear headcount growth
- Cost to serve and cost per contact
- Voice of the Customer
- Own the Voice of Customer strategy
- Ensure customer insights influence Product, Risk, and Policy decisions
- Create closed feedback loops from CX to roadmap and execution
- Represent customer pain points clearly at the leadership team level
- Partner closely with Product, Engineering, Risk, Compliance, Finance, and Sales
- Navigate trade-offs when customer experience, speed, and risk collide
- Influence without authority in a fast-moving organization
- Ensure Support is a strategic partner, not just a service function
- Provide structured feedback to Product on onboarding friction, activation blockers, and feature adoption gaps
- What Success Looks Like:
- Support scales without chaos or constant firefighting
- BPO partners deliver predictable quality and staffing
- Customer insights visibly influence product and policy decisions
- Clear ownership and accountability across CX and enablement
- Stakeholders trust CX as a thought partner, not just an executor
- The function evolves from reactive to proactive as Relay grows
Application process
- We follow a structured hiring process that evaluates strategic thinking, people leadership, operational rigor, and data fluency. Intertwined in these sessions are opportunities to meet the team
- Stage 1: Intro to Relay with CEO
- Stage 2: “Portfolio Review”: Deep dive into proudest body of work
- Stage 3: White Boarding & Brainstorming session
- Stage 4: Leadership Deep Dive
- Stage 5: Case Study + Values Deep Dive
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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