We’re hiring a Head of Customer Experience (CX)

Alinea is growing fast, and our customer experience needs to scale without losing quality. We’re looking for a Head of CX who is deeply process-driven, relentlessly detail-oriented, and excited by the challenge of building world-class support at scale.

This role is based in the U.S. and will oversee a team of 18 CX teammates offshore, with full ownership over tooling, quality, workflows, and outcomes.

• Own and scale end-to-end customer support as Alinea continues to grow
• Lead, coach, and manage an offshore CX team of 18 by setting clear expectations, KPIs, and accountability
• Build and refine support processes that balance speed, quality, and empathy
• Be deeply hands-on with Intercom, including inbox management, automations, macros, workflows, reporting, and experimentation
• Establish quality assurance frameworks such as audits, scorecards, and feedback loops
• Partner cross-functionally with Product, Engineering, and Ops to surface trends, bugs, and customer insights
• Turn CX data into action by identifying root causes and driving continuous improvement
• Help define what great CX looks like as we scale from tens of thousands to millions of users

• Proven experience leading customer support or CX teams at scale, preferably in fintech, consumer apps, or high-growth startups
• Deep, hands-on experience with Intercom. This is non-negotiable
• Strong process instincts. You love systems, documentation, and operational rigor
• Comfortable managing offshore teams across time zones
• Hungry, proactive, and excited by building rather than inheriting
• High bar for quality. You care deeply about the customer experience
• Strong written communication skills and sound judgment in high-volume environments

• A fast-growing, mission-driven fintech
• Ownership and autonomy. You will truly shape how CX works here
• A real scaling challenge, not just keep-the-lights-on support
• Competitive compensation and meaningful impact from day one

If you’re excited by scaling support, love operational challenges, and believe CX can be a strategic advantage, we’d love to meet you.