CX Operations Lead

Overview

You make Relay's customer support operations run smoothly. This is a small business banking platform serving likely thousands of customers, and you're responsible for the ticketing system, agent workflows, knowledge management, and reporting that keeps response times reasonable and customers helped. You work closely with CX leadership and report to the Head of Strategy & Ops.

Role Snapshot

Company Context

Stage: Growth stage (331 employees, Forbes Fintech 50 recognition)

Size: 331 employees

Growth: Scaling customer base rapidly, need to keep support quality high while growing

Market Position: Challenger in small business banking—customers are comparing them to traditional banks and other fintechs

What You'll Actually Do

Time Breakdown

System Management (40%) | Data Analysis (25%) | Process Improvement (20%) | Training/Enablement (15%)

Key Activities

• Ticketing System Management: You own Zendesk, Intercom, or whatever they use. You configure routing rules, set up macros for common issues, build automations to handle repetitive requests. You're in the admin panel constantly.
• Knowledge Base Building: You work with CX agents to document solutions to recurring problems. You build internal SOPs and external help articles. Goal is to deflect tickets before they reach agents.
• Reporting and Analysis: You track ticket volume, resolution times, CSAT scores, first-response time. You identify patterns—what's breaking repeatedly, where agents are getting stuck, which issues need escalation to Product.
• AI and Automation: You implement AI chatbots for common questions, test auto-response suggestions for agents, build workflows that automatically categorize and route tickets. You measure what actually reduces agent workload vs what just creates more work.
• Agent Enablement: When Product ships new features or policies change, you train the CX team. You create quick-reference guides. You sit with agents to understand where they're struggling.
• Cross-functional Projects: Banking = lots of compliance and edge cases. You work with Product, Engineering, and Compliance when customer issues reveal system bugs or policy gaps.

The Honest Reality

What's Hard

• Fintech support is complex. Customers have urgent issues (money isn't showing up, cards are declined, accounts are locked). You can't just tell them to restart their browser.
• You inherit technical debt. The current CX system probably has broken macros, outdated help articles, and workflows that made sense a year ago but don't now.
• Customers are small business owners. They're stressed about cash flow. When things break, they're not patient. Your metrics take a hit when the product has issues, even if CX is executing well.
• AI tools promise a lot but deliver less. You'll spend time implementing chatbots that give wrong answers or automation that routes tickets incorrectly, then have to fix it.
• You're constantly balancing speed vs quality. Leadership wants faster resolution times, but customers want thorough answers. You optimize for both.

What Success Looks Like

• Average resolution time drops by 20-30% through better workflows and automation
• Self-service deflection increases—more customers solve issues via help articles before submitting tickets
• CSAT stays above 90% even as ticket volume increases
• CX agents stop asking you the same questions because documentation is clear and accessible
• You identify product issues through ticket trends before they become major fires

Who You're Working With

Internal Stakeholders:

• CX Team (agents, team leads, managers)
• Product and Engineering (for bug fixes and feature improvements)
• Compliance team (for policy questions)
• GTM teams (handoffs from sales to support)

What They Need From You:

• CX agents want tools that work, clear processes, and fast answers when they're stuck
• CX leadership wants metrics that show efficiency and customer satisfaction trends
• Product wants prioritized feedback on what's breaking for customers
• Compliance wants assurance that support follows regulations

Requirements

• 4-6 years in CX operations, support operations, or similar roles
• Hands-on experience with ticketing systems (Zendesk, Intercom, Freshdesk, etc.)
• Comfortable analyzing support data in spreadsheets or BI tools—you spot trends and make recommendations
• Experience building knowledge bases and training support teams
• Exposure to AI/automation tools for customer support
• Fintech, banking, or regulated industry experience is a strong plus
• Can handle ambiguity—you figure out what processes are needed, not just maintain existing ones
• Empathy for both customers and CX agents—you understand the pressure on both sides