Head of Customer Experience
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Job Description
Head of Customer Experience managing customer support team for Found, a financial services company. Leading strategy and support efforts in a remote setup.
Responsibilities:
- Partner with cross-functional stakeholders to influence the product roadmap and company-wide strategy; synthesize customer trends, collect product feedback, and find points of friction
- Coach managers to ensure their teams meet goals and are successful in their day-to-day work and beyond
- Monitor and define KPIs, OKRs, and operational work that keeps the team moving; define strategy for the CX organization
- Collaborate on internal processes, policies, documentation, and training that supports the overall team
- Support our customers by handling high-visibility internal and external escalations
Requirements:
- 7+ years experience managing a customer support team in a start-up or technical environment; direct responsibility for hiring, training, and performance management
- Demonstrated ability to lead independently and adapt your management style to organizational and platform changes
- Experience with common customer support and analytics platforms; possess interest and/or experience with AI in relation to customer support
- Ability to effectively communicate with technical and non-technical partners, with specific experience in partnering with Engineering, Product, Design, and Risk
- Experience setting roadmaps for a customer experience organization
- Experience problem-solving in a fast-paced growth environment; a self-starter approach to learning
- Excellent written and verbal communication skills (with a focus on empathy and problem-solving), both with customers and fellow employees
- Experience managing a distributed team
Benefits:
- 401K, FSA, and Commuter Benefits: We offer all employees access to tax-efficient benefit options alongside competitive base compensation.
- Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by Found qualify for 16 weeks of flexible parental leave.
- Health benefits: Comprehensive medical, dental, and vision benefits and are always 100% covered for employees, 90% covered for dependents.
- Work anywhere: We have Found offices in SF and NYC. For team members who work outside those cities, Found also supports fully remote working.
- Meaningful equity: Everyone on our team should feel and act like an owner, which is why Found offers industry-competitive equity to all of our employees.
- Generous vacation policy: Vacations, appointments, mental health days- take the time you need.
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