Who is

Recruiting from Scratch :

Recruiting from Scratch is a talent firm that focuses on placing the best candidate for our clients. Our team is 100% remote and we work with teams across North America, South America, and Europe to help them hire.

New York City Company Stage: Series B Fintech Company Office Type: Onsite (5 days per week) Salary: $170,000 - $230,000Company Description: Our client is revolutionizing the financial technology space with an innovative banking and spend management platform serving businesses of all sizes. As a fast-growing fintech startup backed by significant venture funding, they've built a product that combines corporate cards, banking, treasury, and expense management into one seamless platform. They pride themselves on delivering exceptional customer service as a core competitive advantage.What You Will Do:Lead and scale a global customer service organization of 15-20 team members and multiple managers, driving exceptional customer experiencesDevelop and implement strategic initiatives to enhance service quality, operational efficiency, and team performanceCreate and optimize quality assurance programs, training protocols, and performance metricsPartner with senior leadership to align customer service strategy with overall business objectivesDrive continuous improvement in key metrics including CSAT and NPSBuild and nurture a high-performance culture across distributed teamsImplement and optimize support infrastructure and processes to scale with rapid growthIdeal Candidate Background:7+ years of experience in customer experience/support roles, with 3+ years of people management experienceProven track record of building and scaling support teams in high-growth technology companiesExperience managing distributed teams and developing customer service professionalsStrong operational background with demonstrated success in process improvement and team optimizationExperience with Zendesk or similar customer support platformsBackground in high-touch, quality-focused support environmentsHistory of driving measurable improvements in customer experience metricsPreferred:Fintech or financial services industry experienceExperience working in venture-backed startupsTrack record of implementing successful quality assurance and training programsBackground in building support documentation and protocolsExperience managing teams across multiple locationsCompensation and Additional Information:Competitive base salary range: $170,000 - $230,000Comprehensive benefits packageOpportunity to make significant impact in a high-growth environmentPosition includes regular travel to international officesProfessional development and growth opportunitiesLocated in a prime NYC locationThis role represents an exciting opportunity for a customer experience leader who thrives in fast-paced environments and is passionate about building exceptional service organizations. The ideal candidate will combine strategic thinking with operational excellence to drive results in a dynamic, high-growth environment.

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