Head of Customer Experience
Salsa
Customer Service
United States
Posted on Mar 10, 2025
About The Company
Salsa is rebuilding the most important piece of the business stack: paying workers. We believe workers should be paid faster, more easily, and more transparently, so we're building next-generation payroll infrastructure to support the future of work.
Salsa is an embedded fintech company. We believe payroll should be built directly into the tools businesses already love to use, so we help other software platforms launch their own modern payroll products with our APIs and infrastructure. Turning every modern SaaS platform into a cutting-edge payroll provider will finally disrupt the $50bn of revenue that’s going to legacy payroll providers each year—and we think it’s about time.
We’re an accomplished team of payroll technology experts who love to build and have experience working on this problem at the startup stage and at large scale—in both the US and abroad. We’re well-funded, ready to grow, and love to work from offsites in exciting corners of the world, so bring your ambition and your passport.
About The Role
Salsa is seeking a Head of Customer Experience to lead and elevate our support function to the next level. This role is perfect for someone who is passionate about creating exceptional customer experiences and building world-class teams and processes. You will have the autonomy to define the vision and strategy for customer support, ensuring excellence across all our support channels. As a leader, you will focus on designing scalable processes, selecting the right tools, and setting the standards for how we measure success.
While this is primarily a leadership role, you should be willing to occasionally step in to support the team or tackle complex customer issues. The ideal candidate has experience leading support functions, preferably in payroll or fintech, and a strong perspective on how to use AI, manage overseas teams, and scale operations effectively.
Salsa is an embedded payroll provider, which means we help our customers (SaaS platforms) launch their own payroll businesses using our infrastructure. That means our support needs are unique: for some customers we provide escalation support to our customers’ own support teams. In other cases, we have forward-deployed teammates embedded into our customers, directly supporting end-customers. On top of this we have an internal support team supporting escalations from our own support teams. For scalability, coverage, and certain operational tasks, we also work with overseas teammates. All of these teams must be managed holistically to ensure we’re delighting our customers and the employers and workers they support.
Key Responsibilities
Leadership & Strategy
Experience & Skills
Salsa is rebuilding the most important piece of the business stack: paying workers. We believe workers should be paid faster, more easily, and more transparently, so we're building next-generation payroll infrastructure to support the future of work.
Salsa is an embedded fintech company. We believe payroll should be built directly into the tools businesses already love to use, so we help other software platforms launch their own modern payroll products with our APIs and infrastructure. Turning every modern SaaS platform into a cutting-edge payroll provider will finally disrupt the $50bn of revenue that’s going to legacy payroll providers each year—and we think it’s about time.
We’re an accomplished team of payroll technology experts who love to build and have experience working on this problem at the startup stage and at large scale—in both the US and abroad. We’re well-funded, ready to grow, and love to work from offsites in exciting corners of the world, so bring your ambition and your passport.
About The Role
Salsa is seeking a Head of Customer Experience to lead and elevate our support function to the next level. This role is perfect for someone who is passionate about creating exceptional customer experiences and building world-class teams and processes. You will have the autonomy to define the vision and strategy for customer support, ensuring excellence across all our support channels. As a leader, you will focus on designing scalable processes, selecting the right tools, and setting the standards for how we measure success.
While this is primarily a leadership role, you should be willing to occasionally step in to support the team or tackle complex customer issues. The ideal candidate has experience leading support functions, preferably in payroll or fintech, and a strong perspective on how to use AI, manage overseas teams, and scale operations effectively.
Salsa is an embedded payroll provider, which means we help our customers (SaaS platforms) launch their own payroll businesses using our infrastructure. That means our support needs are unique: for some customers we provide escalation support to our customers’ own support teams. In other cases, we have forward-deployed teammates embedded into our customers, directly supporting end-customers. On top of this we have an internal support team supporting escalations from our own support teams. For scalability, coverage, and certain operational tasks, we also work with overseas teammates. All of these teams must be managed holistically to ensure we’re delighting our customers and the employers and workers they support.
Key Responsibilities
Leadership & Strategy
- Define and execute the vision for Salsa’s customer experience function, aligning it with the company’s overall goals.
- Recruit, manage, build and lead a high-performing customer experience team, fostering a motivating and supportive environment.
- Establish clear processes, workflows, and KPIs to measure and drive team performance and customer satisfaction.
- Champion a customer-first culture across the organization.
- Develop scalable processes and tools to ensure consistency, efficiency, and quality in customer support.
- Design metrics and reporting structures to monitor team performance and continuously identify areas for improvement.
- Manage and optimize relationships with overseas teams to ensure seamless collaboration and high-quality service.
- Lead initiatives to implement AI tools and automation to enhance efficiency and customer experience.
- Oversee the delivery of delightful, high-quality support experiences across all channels.
- Occasionally step in to handle high-priority or complex customer issues, setting an example for the team.
- Ensure processes and tools enable team members to resolve issues promptly and professionally.
- Partner with Product, Engineering, and Payroll Operations teams to share customer insights and prioritize product improvements.
- Act as a key advocate for customer needs, ensuring they are reflected in product development and company strategy.
- Provide feedback and training to ensure the team is equipped to handle evolving customer needs and challenges.
Experience & Skills
- 10+ years of experience in customer support or customer experience leadership roles.
- Proven track record of building and scaling support teams and processes in high-growth environments.
- Experience in payroll, fintech, or SaaS industries is highly preferred.
- Demonstrated ability to implement AI-driven tools and manage overseas support teams effectively.
- Strong leadership and coaching skills with the ability to inspire and motivate teams.
- Exceptional oral and written communication skills, with experience presenting to executive stakeholders.
- Adept at navigating complex customer situations with professionalism and poise.
- Proficiency with support tools like Zendesk, Slack, and knowledge bases.
- Data-driven mindset with experience analyzing metrics to drive decision-making.
- Advanced skills in Google Workspace and Excel/Google Sheets.
- Customer-obsessed with a passion for delivering outstanding experiences.
- Strategic thinker with a hands-on approach when needed.
- Growth-oriented, always seeking ways to improve and innovate.
- Thrives in a fast-paced startup environment, balancing strategic focus with tactical execution.
- Impact: Shape and lead the customer experience function in a fast-growing company revolutionizing payroll.
- Culture: Be part of a collaborative and ambitious team that values innovation and customer success.
- Growth: Opportunity to build and scale a team from the ground up, leaving a lasting legacy.
- Flexibility: Work from anywhere, with occasional travel to exciting team offsites.