Staff Customer Experience

Job not on LinkedIn

🔥 40 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Plooto

WebsiteLinkedInAll Job Openings

51 - 200 employees

💳 Fintech

💸 Finance

☁️ SaaS

💰 Series B on 2022-12

Fintech • Finance • SaaS

Plooto is an all-in-one accounts payable and receivable software solution that empowers businesses with comprehensive cash management capabilities. By automating manual payment and accounting processes, Plooto allows businesses to focus on strategic growth and streamline their financial operations. The platform supports a variety of payment methods, including checks, credit cards, and international transfers, while ensuring high-security standards with encryption. Plooto integrates seamlessly with popular accounting software like QuickBooks, Xero, and NetSuite, offering features such as customizable workflows, automated reconciliation, and multiple user access. Designed to support over 10,000 businesses, Plooto is tailored for accountants, finance teams, and diverse industries to improve efficiency, reduce errors, and enhance financial visibility.

📋 Description

• Own Customer Experience Insights and Optimization across the customer journey • Uncover customer contact, product churn, and operational churn drivers using customer contacts, churn, payment behavior, operational data, reviews, and NPS/CSAT • Diagnose underlying product, payment, process, policy, tooling, and integration issues • Shape customer experience priorities across SaaS and payments • Test hypotheses, segment customers, quantify impact, and connect insights to contact rate, churn, revenue retention, and cost-to-serve • Identify opportunities through AI, automation, tooling, communications, and process improvements • Partner with Product and Engineering on opportunities requiring deeper product investment • Build alignment across Product, Engineering, Customer Operations, Risk, Data, Finance, and GTM • Evolve Plooto's customer insight measurement and action capabilities • Create reliable visibility into contact and churn drivers • Translate complex analysis into concise, decision-ready recommendations for senior leaders • Reduce avoidable customer contact, product- and operationally-driven churn, and cost to serve • Improve visibility into customer friction root causes and implement automation and AI opportunities • Create interim solutions while structural product improvements are developed • Build a mature, data-driven approach to improving Plooto's end-to-end payment experience

🎯 Requirements

• Significant experience in payments, fintech, SaaS, customer experience strategy, or a related analytical role, ideally in a product-led environment • Strong understanding of how money moves through a payments business, including funding, settlement, returns, reconciliation, risk reviews, recalls, cross-border payments, chargebacks, and exceptions • Demonstrated track record of using data to identify and solve systemic customer, product, or operational problems, with measurable improvements in contact rate, churn, onboarding, payment transparency, or cost-to-serve • Strong hands-on data proficiency using SQL, Databricks, Salesforce, and similar tools, with minimal reliance on Data for routine analysis • Strong first-principles problem solving and business judgment • Ability to move from signal → driver → root cause → opportunity → recommendation and connect insights to customer and business impact • Experience building or materially improving a customer experience or friction-reduction capability • Experience using AI, automation, tooling, and process improvements to create measurable impact • Strong cross-functional influence and communication skills • Ability to build alignment through clear problem framing, evidence, sound judgment, and concise, decision-ready recommendations for Product and senior leaders

🏖️ Benefits

• Opportunity to make a meaningful impact transforming the payments space in North America • Strong product-market fit and a significant growth opportunity • Backing of experienced fintech leaders • Opportunity to work across Product, Engineering, Operations, Risk, Data, Finance, and GTM • Opportunity to shape Plooto's next chapter of growth