Customer Experience Team Lead, Found

• 5+ years experience managing customer support agents in a startup or technical environment
• Experience with common customer experience and analytics platforms (e.g. Zendesk Suite, Assembled, Intercom)
• Familiarity with Voice of Customer programs and driving feedback from customers and your team to product, design, and engineering
• Comfort managing remotely and experience working with distributed teams across different time zones
• Excellent written and verbal communication skills, with a focus on empathy and problem solving
• An analytical and proactive mindset—you don’t wait for someone to tell you what to do, you identify challenges and come up with a plan to tackle them

Desirable

• The Customer Experience team is at the heart of what we do at Found. Our team directly supports Found customers at every stage of their journey, from onboarding to successfully running their business with our tools and resources
• Because our team is in constant conversation with our customers, we’re in a unique position to support the company by identifying customer trends, collecting product feedback, and triaging software bugs. CX Associates are key to this process, enabling product and policy improvements to make a Found effortless component of our customers’ work lives
• We’re looking for a leader who can help our CX associates perform and grow within the Customer Experience organization. We need a passionate people leader to help define what it means to be successful on the Customer Experience team and help our frontlines achieve (and exceed!) their potential. In addition to supporting our team, this person will also roll up their sleeves and pitch in with supporting our customers
• Some recent team accomplishments include:
• Adding AI operations tasks to the team’s responsibilities, helping ensure that automation and AI service sounds like Found and is continuously improved by the team engaging with customers on a daily basis
• Collaborating with product, design, and engineering teams to address frequent customer pain points to make positive changes for all of our users
• Iterating on qualitative and quantitative metrics and rubrics used to judge team performance
• This person will be responsible for supporting CX associates located in CT/ET, so ET based candidates are preferred
• Coach a team of associates to meet metric goals and help them be successful in their day-to-day work and beyond
• Support our customers by handling escalations, proactive outreach, and incident response, as well as pitching in on inbound inquiries to stay close to our customers’ needs and your team’s work
• Grow our team by sourcing, interviewing, and training new members of the Customer Experience team, as well as identifying opportunities for continuous improvement
• Review performance and high level CX metrics, as well as qualitative analysis of customer conversations, to ensure that we’re meeting our customers’ expectations
• Manage schedules, timecards, time-off requests, and the other operational work that keeps the team moving
• Partner with product teams to understand and incorporate new feature launches into existing CX processes and knowledge