What You'll Do

Some key responsibilities include:

• Develop and implement strategies for improving customer support efficiency and effectiveness.
• Collaborate with Product and Engineering to solidify and iterate on incident response processes.
• Analyze customer interaction data to identify trends, anticipate needs, and develop solutions to enhance customer satisfaction.
• Lead and manage the customer experience team, fostering a high-performance and customer-centric culture.

What We're Looking For

• Experience in a high-growth startup environment or a company known for exceptional customer experience
• Held roles focusing on customer experience, such as Product Ops Manager or a Customer Experience Leader.
• 5+ years of experience in operations, customer support, or a related field.
• Ability to understand and troubleshoot complex technical issues.
• Technical acumen and ability to communicate process improvements to a technical audience.
• Proven track record of successful customer-centric projects in areas like CRM implementation, customer feedback systems, or operational efficiency improvements.
• Will roll their sleeves up and execute.
• Strong leadership and team management skills to effectively guide and develop team members.
• Take pride in improving our systems and making people’s lives easier — even if it means a lot of manual work and challenging how things are currently done.
• Proficiency in effectively managing customer information and support operations, being able to perform data analysis.
• Product knowledge (or ability to pick it up quickly) — be able to understand how our customers are using our products and what their needs are insofar that they are able to communicate context to product teams.
• Attention to detail, ability to drive forward changes independently based on observations.
• (Nice to have) At least 1 year of experience in a technical role, or completion of bootcamp, or Computer Science degree.