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Director, Customer Success Center of Excellence (CS COE)

New York, New York, United States

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2025 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?

About the role

We are seeking a Director, Customer Success Center of Excellence (CS COE) to lead and scale our customer success knowledge management ecosystem. This role will oversee the strategic development of CS content, training programs, and quality assurance systems, enabling CS to deliver consistent, high-quality support across all channels. 

This individual will serve as a crucial bridge between Product and CS teams, ensuring smooth feature launches and maintaining a strong feedback loop between customer needs and product development. 

This is a high-impact role for someone with deep expertise in CS operations, knowledge management, and voice of the customer, with experience scaling Customer Success programs in high-growth environments. The ideal candidate will also have experience leveraging AI-driven quality assurance solutions to enhance customer interactions, agent performance, and compliance monitoring at scale.

This is a hybrid position with on-site expectations of 3 days per week in our New York Headquarters. For candidates outside of the NY/NJ area, you may be eligible for our relocation assistance program.

What you’ll do

  • Lead and manage the CS Center of Excellence team, overseeing content development, quality assurance, and training programs for all customer service operations
  • Partner strategically with the Product organization throughout the entire product development lifecycle, from early planning through launch and post-launch support, ensuring CS teams are fully prepared for new features and customer feedback is effectively incorporated into product decisions
  • Develop and execute a comprehensive content strategy that ensures consistent, accurate, and effective customer issue resolution
  • Design and implement quality assurance frameworks to monitor and enhance the effectiveness of customer issue resolutions, ensuring high standards are maintained across all support channels, including internal teams, external partners, and AI solutions
  • Establish and maintain training programs that increase speed of onboarding and continuous skill development for CS agents, incorporating product updates and best practices
  • Drive the evolution of knowledge management systems and processes, ensuring content remains current, accessible, and effective for all support channel
  • Create and manage voice of customer programs that systematically capture, analyze, and communicate customer insights to Product and Engineering teams
  • Develop and track key performance indicators for content effectiveness, quality scores, and training impact, providing actionable insights to improve customer success operations

Key qualifications

  • 8+ years of experience working with Customer Success or Product operations, with 4+ years in a leadership role preferred. Strong preference for candidates with experience in knowledge management, AI-driven QA solutions, or CS management
  • Proven track record of successfully partnering with Product teams on feature launches, including experience in translating product updates into effective CS training and content
  • Strong background in knowledge management, including experience with knowledge base systems, content optimization, and training program development
  • Experience in building and running voice of the customer programs, with demonstrated success in translating customer feedback into actionable insights for Product and Engineering teams
  • Strong cross-functional leadership skills with proven ability to influence product decisions through data-driven customer insights
  • Ability to navigate complex support ecosystems, balancing quality standards with operational efficiency
  • Experience with CS analytics and metrics, particularly around measuring the impact of training, content, and quality initiatives
  • A proactive, strategic mindset with the ability to drive organizational change and execute initiatives at scale

 

The compensation range for this role will be commensurate with the candidate's experience and Flex's internal leveling guidelines and benchmarks.

For working locations in NY/NJ/CA, the base salary pay range will be $169,000 - $183,000

Life at Flex:

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.

We offer many employee benefits. For full time, U.S. based employees we offer:

  • Competitive pay
  • 100% company-paid medical, dental, and vision
  • 401(k) + company equity
  • Unlimited paid time off with a PTO minimum + 13 company paid holidays
  • Parental leave 
  • Flex Cares Program: Non-profit company match + pet adoption coverage
  • Free Flex subscription

 For full time non-US employees, we offer

  • Competitive Pay
  • Company Equity
  • Unlimited PTO

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