Head of Client Experience

Job not on LinkedIn

🔥 9 hours ago

🇺🇸 United States – Remote

💵 $80k - $90k / year

⏰ Full Time

🔴 Lead

👻 Ghost score 0%

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Puzzle Solutions

WebsiteLinkedInAll Job Openings

2 - 10 employees

Founded 2017

💼 Consulting

🤝 B2B

⚡ Productivity

Consulting • B2B • Productivity

Puzzle Solutions is a consultancy that builds expert systems and automations for accounting firms. They specialize in implementing and migrating practice-management and productivity tools (notably Xero Practice Manager/XPM, FYI and ClickUp), plus services such as XPM implementation, system review, database merge/split, Xero HQ setup and report templates, and FYI/ClickUp automations. They present themselves as certified specialists who have guided 150+ firms and 4,000+ users through implementations to reduce wasted time, eliminate chaotic processes, and scale practices without proportionally increasing workload.

📋 Description

• Lead the strategy, systems, and daily performance of the support organization • Manage and develop team leads and support specialists across email, chat, and phone channels • Coach team members to deliver empathetic, high-quality service • Build career paths, training programs, and performance standards • Own customer experience metrics including CSAT/NPS, SLA and response times, resolution times, QA scores, escalation rates, refunds, and chargebacks • Establish quality assurance programs and calibration routines • Improve workforce planning, scheduling, and peak-season readiness • Implement AI and technology tools to improve team speed and effectiveness • Partner with Product and Engineering on support tooling, analytics, and automation • Build scalable SOPs, playbooks, and workflows • Use data insights to improve efficiency and customer loyalty • Lead escalations and complex customer issues • Provide leadership with recommendations on performance, improvements, and investment priorities

🎯 Requirements

• 6–10+ years in Customer Support, Client Experience, or Customer Success • 3+ years managing managers or leading a support department • Experience scaling support in high-volume environments such as travel, marketplace platforms, e-commerce, logistics, or fintech • Strong analytical mindset with experience using data dashboards and performance metrics • Excellent written communication and escalation management • Experience building support systems, SOPs, QA frameworks, and training programs • Experience leveraging AI or technology to improve support operations • Preferred: travel, hospitality, or marketplace operations experience • Preferred: working with Product or Engineering teams on tool improvements • Preferred: experience with automation, self-service, or AI-assisted support • Preferred: managing global or multi-time-zone support teams

🏖️ Benefits

• Annual bonus up to $3,000 based on company targets • 15 days PTO (increases to 20 days after 2 years) • Healthcare plan with $9K company contribution and fully covered options • 401(k) retirement plan • $500 annual work-from-home stipend • $250 annual training budget • TSA Precheck reimbursement • $750 annual Project Expedition tour credit • Employee discounts on thousands of tours and activities

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