Head of Customer Experience, Found

• We’re looking for kind, resourceful, and passionate people to join us in building the safety net for self-employment
• 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
• If you are looking for a role where you will have the opportunity to make a meaningful contribution and great impact, we would love to hear from you!

Desirable

• 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