Customer experience manager Jobs in New York, NY

Customer Experience Manager

Help us solve fraud asap with Casap where we're building the world's first AI-native disputes automation and fraud prevention platform. Our mission is to create a future where trust is a given and fraud is rare by empowering financial institutions to automate disputes, eliminate first-party fraud, and turn manual back-office workflows into loyalty-building moments for customers and members.

Location(s)

This is a hybrid role based out of our San Francisco, CA or New York, NY office. Our team works in-office time on Mondays, Wednesdays, and Fridays.

About the Role

As a Client Experience Manager, you are the accountable owner of the post-onboarding client experience. The role thrives inside the product, investigating real issues, and resolving them with precision. It is equal parts reactive and proactive: you own the support queue, treat recurring problems as programs to solve, and act as the trusted face for clients across multi-year relationships. This role is ideal for someone who is naturally inquisitive, a great problem solver, and an empathetic communicator, just as comfortable digging through logs as presenting outcomes to a client's leadership team.

What You'll Do

• Client Support: Own the support queue end to end. Triage, respond, resolve, and track issues to closure across every organization we serve.
• Issue Investigation: Reproduce client-reported issues and research logs to root cause before escalating.
• Partnership: Hand off to engineering and product with clean, reproducible, high-signal detail, including steps, logs, expected versus actual behavior, and impact.
• Own Outcomes, Not Just Tickets: Treat recurring client challenges as programs to be solved. Define scope, align internal stakeholders, and deliver durable solutions rather than one-off fixes.
• Insight Generation: Synthesize patterns across tickets into clear themes and recommendations on a regular cadence.
• Client Training: Deliver enablement sessions, feature walkthroughs, and best-practice guidance, and build the documentation and runbooks that prevent repeat questions.
• Implementation Support: Partner with the implementation team during onboarding to train clients and help new users get fluent quickly.
• Proactive Engagement: Stay ahead of clients through a regular meeting cadence, weekly or biweekly as needed, plus follow-up as needed.

What You've Done

• Eager to become a subject-matter expert in the product and disputes, and quick to ramp on hard domains
• Strong problem-solving skills with a structured approach to breaking down problems.
• An excellent written communicator who can make a complex dispute issue legible to clients and teammates.
• Comfortable in an early-stage environment, building process while doing the work
• Great presence and professional composure, especially when an issue is live and the stakes are high

Compensation

The base pay range for this role is $115,000 $170,000 per year. Casap's compensation package includes a competitive base salary benchmarked against real-time market data, as well as equity for all full-time roles. We also offer exceptional benefits, as well as bonuses and commission plans for applicable roles. The listed US-based compensation range is a guideline and may be modified. Final compensation will vary based on market conditions, geographic location, and candidate qualifications, including relevant knowledge, skills, and experience assessed during the interview process.

• Start-up equity
• Full health, vision & dental coverage
• One Medical membership
• Stocked kitchens + weekly lunches
• Commuter benefit
• Team building events & happy hours
• Flexible PTO
• Apple equipment + annual home office budget