Head of Customer Experience
New
F
FoundFinTech
USA onlyFull-TimeManager
Salary150000 - 170000 USD per year
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Job Details
- Experience
- 7+ years
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
- Interest and/or experience with AI in relation to customer support
- Ability to effectively communicate with technical and non-technical partners
- 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)
- Experience managing a distributed team
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
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