Customer Experience Operations Lead

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money—bringing clarity, confidence, and control to every dollar earned, so they can turn hard work into lasting success. We do this by replacing financial guesswork with real visibility, transforming cash flow from a constant source of stress into a clear signal owners can use to run stronger, more resilient businesses.

Delivering a great customer experience for SMBs is a key differentiator for us, and we are investing heavily in building a world-class support team (CX). As we enter our next phase of growth, we’re expanding our CX Operations function to scale with intention – without sacrificing quality, while continuing to raise the bar for customer service.

We’re hiring a Customer Experience Operations Lead to own and evolve the operational backbone of our CX organization. You’ll design and scale the systems, workflows, and data that directly impact CX performance. This is a highly visible individual contributor role for someone who thrives on bringing structure to complexity and driving operational excellence. Sitting at the intersection of strategy, tooling, data, and execution, you’ll partner closely with CX leadership, Business Operations, and Data to translate ambiguity into measurable operational improvements. You’ll have real ownership over the CX tech stack and the levers that improve efficiency, resolution quality, and AI performance.

What You’ll Be Doing

• Technology & Tooling: Own and evolve the CX tech stack (Zendesk, Salesforce), including workflow design, system configuration, integrations, and data integrity. Partner with CX leaders to identify and solve the highest-impact operational and tooling challenges across the organization

• CX Operations Strategy & Roadmap: Build and drive a CX Operations roadmap that translates strategy into measurable impact

• Workflow Design & Automation: Design, implement, and QA workflows that improve efficiency and customer outcomes, including AI-enabled support flows and process automation across the CX team

• Cross-Functional Collaboration: Partner closely with Business Operations, Data, and Systems teams to ensure CX data is accurate, connected, and actionable

• CX Operational Excellence: Establish clear operational foundations, documentation, and best practices that enable CX to scale as a world-class organization

• Data & Insights: Build reporting and insights that help leadership to understand the impact of operational changes, track performance, and make informed, data-driven decisions

Who You Are

• You have 5+ years of experience in CX Operations / Customer Support Operations

• You lead and operate customer experience platforms end to end, with hands-on expertise in Zendesk tooling, workflow design, and data insights

• You think in systems and processes, turning high-level strategy into practical, scalable execution

• You work closely with cross-functional partners to align workflows, data, and operational outcomes

• You bring strong communication skills, demonstrating executive presence when working with senior leadership

• You thrive in ambiguity, building scalable operational foundations from the ground up

Bonus Points

• You have prior experience in B2B SaaS, fintech or a neobank

• You are proficient in SQL

The Interview Process

• Stage 1: A 30-minute Google Meet video call with a member of the Talent team

• Stage 2: A 60-minute Google Meet video call with the VP, Operations

• Stage 3: A whiteboard session with our team in a 45-minute Google Meet video call

• Stage 4: A 45-minute in-person interview with a member of the Leadership team

• Stage 5: A take-home case study followed by a 60-minute Google Meet video call with our team

Our Compensation Approach

We believe Relayers should feel rewarded for the impact they have on our mission and growth. Compensation follows impact. As impact increases, compensation grows, and we do not limit compensation changes to a once-a-year review cycle.

The annual salary range for this role is $121,500 CAD to $148,500 CAD.

For candidates who demonstrate full readiness for the defined scope of the role, the typical starting salary is $135,000 CAD. Offers below this point reflect candidates we believe can grow into the full scope of the role with support and development. Offers above this point reflect impact that meaningfully exceeds the role’s defined expectations or an expanded scope from day one.

We encourage you to have a conversation with your recruiter and ask questions about compensation throughout the hiring process. For more information on our compensation philosophy and perks and benefits, visit our Candidate Hub.

Why Relay Might Be the Perfect Fit For You

• You push relentlessly for reinvention: You’re built to constantly ask, “How can this be better?” Change excites you and you drive it. 

• You crave autonomy: We trust our team with big challenges and the freedom to solve them. If you’re someone who takes initiative, is comfortable taking risks, and seeks input when needed, you’ll find the freedom here empowering.

• You own your work: You take pride in your work, follow through on commitments, and feel a deep sense of responsibility for outcomes, not just tasks.

• You treat comfort as a red flag: You seek growth. When things feel too comfortable, you lean into change. You’re excited about  stepping into the unknown and navigating new terrain to create something better alongside your team. 

• You care about impact, not noise: You care deeply about the substance of your work. You measure success by results, not recognition and you let your work speak for itself. 

• You’re energized by complexity and ambiguity: You enjoy tackling problems that don’t come with a playbook. You’re comfortable building from scratch, iterating as you go, and collaborating to shape the best path forward.

• You seek out feedback: We value directness, clarity, and respect. We believe honesty fuels great work and career growth. You see feedback as a tool for learning and improvement, and you know that open, honest dialogue is key to achieving the best results — together.

• You’re here for more than a job: At Relay, everything we do is in service of our mission to help small businesses thrive. To drive impact and have purpose here, that mission must matter to you too.

What’s Important to Us:

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.

At Relay, we believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority. We are an equal opportunity employer and welcome people of diverse backgrounds, perspectives, and skills.

We will work with applicants to provide accommodations at any stage of the hiring process. If you require accommodations during the interview process, please email your Talent Partner, and we will work with you to meet your needs.

Disclaimer: For compliance reasons, all offers of employment at Relay are conditional upon a successful backg