[Hiring] VP Customer Delight @fincra

Role Description

This role will drive the strategic alignment of technical onboarding, active support, and engineering escalations, enabling Fincra to achieve 98% SLA compliance for enterprise merchants and a Time-to-Live (TTL) that outpaces the market. The VP will transform "Customer Delight" from a cost center into a growth engine by ensuring seamless merchant transitions from sales to long-term stability, directly impacting net revenue retention.

• Oversee the end-to-end architecture of the Seamless ecosystem, enforcing value-stream tagging and parent/child ticketing for all sub-teams.
• Orchestrate the hand-off between Integration Managers and Support.
• Champion the RCA (Root Cause Analysis) process for Engineering Support to address L2/L3 escalations.
• Execute the SQCDM framework across sub-teams, linking "Win/Lose" consequences to PMS.

Qualifications

• Expertise in API-led integrations and payment ecosystem architectures.
• Proficiency in CRM/Ticketing architecture (“Seamless”).
• Advanced knowledge of WFM dashboards and forecasting models.

Requirements

• Ability to find the “signal in the noise” of support and integration data.
• Experience managing high-stakes enterprise escalations.
• Balancing merchant needs with internal engineering and growth capacity.

Company Description

Fincra is a payment infrastructure for fintechs, platforms and businesses. Fincra provides payment solutions that enable businesses to accept payments securely, make payouts globally and scale businesses across borders.