Head of Customer Experience

🕒 April 25

🏄 California, New York, +2 more states – Remote

🏄 California – Remote 🗽 New York – Remote 🌲 Oregon – Remote ☕ Washington – Remote

💵 $150k - $170k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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Found

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 $60M Series B on 2022-02

Found is on a mission to make self-employment easier. With business banking and smart, simple financial tools, we help people seamlessly run their own businesses. With over half the U.S. workforce predicted to be self-employed by 2027, we’re proud to be meeting a real and growing need.

📋 Description

• 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

🎯 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; 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

🏖️ Benefits

• 401K, FSA, and Commuter Benefits: We offer all employees access to tax-efficient benefit options alongside competitive base compensation. • Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by Found qualify for 16 weeks of flexible parental leave. • Health benefits: Comprehensive medical, dental, and vision benefits and are always 100% covered for employees, 90% covered for dependents. • Work anywhere: We have Found offices in SF and NYC. For team members who work outside those cities, Found also supports fully remote working. • Meaningful equity: Everyone on our team should feel and act like an owner, which is why Found offers industry-competitive equity to all of our employees. • Generous vacation policy: Vacations, appointments, mental health days- take the time you need.