Customer Experience Lead
Leads day-to-day customer support operations, manages a small contractor team, improves AI-driven workflows and tooling, and turns feedback into product insights. Requires 3-5 years experience in customer support with process improvement and team mentoring skills.
About the job
Responsibilities
- Own customer support experience across written channels (email and/or messaging)
- Manage and coach a small team of contractors, setting clear expectations, trainings, and feedback
- Drive operational excellence: deploy and improve AI workflows, QA, create macros/templates, documentation
- Identify recurring customer issues and partner with Product, Engineering, and Operations to resolve root causes
- Help evolve support tooling (including AI automation) to improve speed, accuracy, and consistency
- Build scalable knowledge resources (internal SOPs and customer-facing help content)
- Track and report on support health: CSAT, volume, response times, resolution quality, customer reviews
- Own customer escalations and partner with Merchant Success and Product teams
Requirements
- 3-5 years of customer support / customer experience, including common support metrics ownership
- Strong written communication
- Understanding of common support metrics and how to influence them
- Comfort operating in ambiguity and building structure
- Track record of improving processes
- Ability to analyze trends and communicate insights to cross-functional partners
- Experience managing or mentoring others
- High attention to detail, strong judgment, bias toward action
Nice to Haves
- Experience supporting healthcare, payments, or compliance-adjacent products
- Experience collaborating on AI-enabled workflows or automation
- Experience with support platforms, macros/templates, analytics dashboards, and help centers
Compensation & Benefits
- Comp and equity in the top decile for Series A startups
- Comprehensive medical, dental, and vision insurance with employer sponsored HSA contributions
- 401(k)
- Unlimited PTO
- Coworking stipend
- L&D Stipend
- 2x/year company offsites and 2x/year team offsite
Skills
AI Workflows, Support Metrics, Zendesk, Intercom, Analytics Dashboards, Macros/Templates, Help Centers, SOPs, Qa Processes, Customer Feedback Analysis
Similar jobs
Customer Success jobs
Stripe
New York, NYManages enterprise customer relationships post-sale, driving adoption, retention, renewals, growth, and satisfaction. The role requires 6+ years of client-facing enterprise relationship management experience, strong technical and executive communication skills, and payments or fintech knowledge as a plus.
ZoomInfo
Bethesda, MDSenior customer success professional managing strategic SaaS accounts, driving adoption, retention, renewals, and business value through data-driven account planning and executive engagement. Requires 8+ years of relevant experience and strong analytical, consultative, and communication skills.
Anthropic
San Francisco, CAManage strategic life sciences accounts and scalable customer programs that drive adoption, optimization, and safe deployment of Anthropic’s AI products. The role requires 6+ years in customer success, technical account management, or solutions engineering, plus life sciences research experience and technical fluency.
Motive
United States
Leads a team of Strategic Customer Success Managers serving complex enterprise accounts, owning retention, expansion, customer outcomes, and team development. Requires 5+ years leading B2B SaaS Customer Success teams and strong executive relationship, analytics, and change-management skills.
Grow Therapy
United States
Leads Training, Content, and Quality teams while building scalable onboarding, knowledge-management, and support-enablement systems. Requires 8+ years in support or operations, multi-team management experience, and expertise with LMS, CMS, quality tools, and AI-enabled improvement.