Rachel Sterner
Head of Customer Experience @Fingercheck
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WORK HISTORY
Head of Customer Experience @Fingercheck
Coach and mentor customer support, Implementation, and customer success leaders to their fullest potential* Resolve internal and customer escalations ensuring smooth operational workflows * Strategize, plan, & execute CX initiatives supporting overall company goals* Monitor and develop CX KPIs to ensure goals are met or exceeded* Provide support and collaborate with internal senior leaders on cross-functional initiatives * Analyze customer insights to recommend changes in process, offerings, or software enhancements * Oversee multiple partnerships ensuring best in class customer experience
EDUCATION
Military Personnel Apprentice School
Human Resources
Institute for Integrative Nutrition
Integrative Nutrition Health Coach, Foods, Nutrition, and Wellness Studies, General
ABOUT RACHEL STERNER
I’m a customer-obsessed leader with a passion for building high-impact teams, designing seamless experiences, and turning complex challenges into simple, scalable solutions.With over a decade and a half of experience in client experience and support operations, particularly in Payroll/HR SaaS environments I’ve led initiatives that reduce churn, streamline onboarding, and improve satisfaction across every stage of the customer journey. From rolling out group admin training that saves time and improves consistency, to launching data-informed save flows, I take pride in creating systems that empower both customers and the teams who serve them.What drives me most is the opportunity to advocate for the customer voice at every table, from executive strategy sessions to cross-functional collaboration with Product, Engineering, and Sales. I believe operational excellence and empathy go hand-in-hand, and that great customer experience is everyone’s business.Let’s connect if you’re passionate about transforming support into a strategic advantage, making every interaction count, or just swapping stories about the wild and wonderful world of customer experience.
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