Sr Customer Experience Specialist - Finance

About the role:

• You will own priority customer escalations end to end, including triage, action planning, and cross-functional coordination.
• You will lead programs that eliminate root causes, streamline workflows, and scale customer-facing processes.

What you'll do:

• Serve as the single-threaded owner for complex escalations across Sales, Finance, Support, Customer Success, Product, and Engineering.
• Deliver post-mortems, executive summaries, and track resolution progress to closure.
• Analyze escalation themes and quantify business impact to prioritize improvements.

What we're looking for:

• 4+ years in Customer Success, Support Operations, incident management, or related functions.
• Strong program management and structured problem-solving skills with data-driven decisions.
• Excellent communication skills to synthesize complex situations into executive-level updates.

Benefits:

• Flexible remote work model with offices available for in-person collaboration.
• Comprehensive health, parental leave, and professional development stipend.
• Initial RSU grant with no vesting cliff and ongoing refresh opportunities.