Customer Experience Lead

InterPayments is a San Francisco, CA-based, FinTech SaaS company sitting at the exciting intersection of payments and data intelligence. Our Mission is to empower merchants and the software vendors they use to lower payment processing costs. We create innovative data services that Fortune 1000 companies rely upon to lower fees by putting payments in competition on every swipe.  

We empower dedicated team-first individuals who are driven to solve problems to foster innovation, perform at their highest potential, and make a meaningful impact - while creating meaningful relationships along the way.

Role & Purpose 

This is a fully remote, high-impact role at the heart of how InterPayments shows up for its customers. In payments, things get complex, and you’ll be the person our merchants rely on when they do. If you're energized by solving real problems, building relationships, and creating new experiences to make things work better than you found it.  

This role is a launchpad. 

You'll work cross-functionally with Sales, Product, Engineering, Finance, and Customer Success in a front-row seat at a growing fintech startup. Over time, this role has paths to grow into Operations, Customer Success, and Team Leadership opportunities as our operations grow. 

What You'll Do 

Day-to-Day Support 

• Own the customer support queue, responding to merchant inquiries with urgency, empathy, and clarity. 

• Assist with merchant onboarding and offboarding, ensuring smooth transitions at every stage. 

• Manage and maintain accurate ticket statuses and customer records across support tools. 

• Build real relationships with merchants, becoming a trusted advocate both internally and externally. 

• Work with Customer Success to improve our merchant journey through all stages of their lifecycle. 

• Be the Voice of the Customer by reporting and presenting their experiences to internal stakeholders. 

Operations & Improvement 

• Monitor support queues and flag trends, FAQs, and recurring issues to leadership. 

• Run and present monthly reporting on support performance against SLAs and customer satisfaction goals. 

• Build and maintain internal documentation, SOPs, and knowledge base articles to reduce repeat issues and speed up resolution. 

• Partner with Product and Engineering to triage, track, and communicate customer-reported issues, and feed what you learn back into how we improve. 

Growth & Ownership 

• As the team and company grow, take ownership of defining SLAs, escalation paths, and support best practices. 

• Develop KPIs and reporting dashboards (first response time, time to resolution, CSAT) and contribute to operational reviews. 

• Identify opportunities to use technology (including AI tools) to increase your own impact and the team's efficiency. 

Requirements 

What we're looking for: 

• 2+ years of experience in a customer-facing support or operations role, ideally in a SaaS, tech, or digital-first environment. 

• Hands-on experience with support and CRM tools like Zendesk, Salesforce, or similar platforms. 

• Strong written and verbal communication skills; you can explain something complex without making it feel complicated. 

• A self-starter mindset. You don't wait to be told what needs fixing; you find it and fix it. 

• Comfortable working remotely and managing your own time, priorities, and deadlines. 

• Curious and hungry. You don't need to know payments on day one, but you need to want to learn it deeply. 

Nice to have (but not required): 

• Familiarity with APIs, webhooks, or technical integrat