Director of Customer Experience

Welcome to Chargeflow

Chargeflow is at the forefront of fintech + AI innovation, backed by leading venture capital firms. Our mission is to build a fraud-free global commerce ecosystem by leveraging the newest technology, freeing online businesses to focus on their core ideas and growth. We are building the future, and we need you to help shape it.

Before You Apply - A Reality Check

This is not a “steady state” role.

You will inherit teams at different maturity levels, with varying degrees of structure, clarity, and performance. Some functions are newly formed, others are evolving, and leadership is still hands-on with customers where needed.

If you are looking for a polished organization with clearly defined playbooks, this will probably not be a fit. If you thrive in ambiguity, enjoy diagnosing complex systems, and know how to sequence change without breaking momentum, keep reading.

Who We're Looking For - A Change Leader

We are looking for a Director of Customer Experience to take end to end ownership of Customer Success, Customer Support, and Onboarding and Implementations - basically all customer-facing functions.

This role is responsible for building a cohesive, scalable customer operating model that supports both our SMB base and a growing enterprise segment. You will be expected to diagnose what is working, what is not, and what needs to change, then lead the organization through that change with clarity, empathy, and decisiveness.

This is a senior leadership role with significant influence on retention, expansion, brand trust, and long-term company outcomes.

Your Arena - What You Will Own

As Director of Customer Experience, you will be accountable for how customers experience Chargeflow from first value through long-term partnership.

Strategic Ownership - Own and evolve the end-to-end customer experience across Success, Support, and Onboarding, with clear ownership, escalation paths, and accountability - balancing SMB scale with growing enterprise complexity.

Leadership & Team Development - Lead and develop managers and senior ICs across customer-facing teams, assessing performance, closing capability gaps, and making tough people decisions to build a scalable leadership bench.

Operating Model & Execution - Design operating rhythms, processes, and KPIs that drive consistency, accountability, and data-driven prioritization without slowing execution.

Customer Outcomes - Drive retention, engagement, time-to-value, and customer trust while ensuring effective escalation management and reducing executive dependency.

Cross-Functional Leadership - Partner with Sales, Product, Operations, and Leadership to align GTM promises with delivery, surface systemic issues, and champion customer-driven improvements.

Requirements:

Qualifications:

• 8+ years in customer-facing leadership roles within B2B SaaS
• Proven experience leading at least one of the following at scale: Customer Success, Customer Support, or Onboarding and Implementations
• Experience operating in a startup or scale-up environment
• Strong diagnostic skills with the ability to identify root causes, not just symptoms.
• Proven ability to sequence change, prioritize under pressure, and make tradeoffs while leading through ambiguity and incomplete information.
• Experience managing managers and influencing senior stakeholders.
• Deep understanding of customer metrics, health indicators, and operating KPIs.
• Ability to design pragmatic processes that work at Series A scale.
• Comfortable balancing short-term execution with long-term system building.
• Clear, structured communicator with strong executive presence.
• Comfortable pushing back, aligning stakeholders, and making decisions visible.
  
  

Nice to Have

• Fintech, payments, fraud, or risk domain experience.
• Experience supporting both SMB and enterprise customers.
• Global or remote team leadership experience.
  
  

Our Story

Chargeflow is a leading force in fintech innovation, tackling the pervasive issue of chargeback fraud that undermines online businesses. Born from a deep passion for technology and a commitment to excel in eCommerce and fintech, we've developed an AI-driven solution aimed at combating the frustrations of credit card disputes. Our diverse expertise in fintech, eCommerce, and technology positions us as a beacon for merchants facing unjust chargebacks, supported by a unique success-based approach.

Backed by $49M led by Viola Growth, OpenView, Sequoia Capital and other top tier global investors, Chargeflow has embarked on a product-led growth journey. Today, we represent a tight-knit community of passionate individuals and entrepreneurs, united in our mission to revolutionize eCommerce and fight against chargeback fraud, marking us as pioneers in protecting online business revenues.