Customer Experience Team Lead

Yesterday

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

+2 more states

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

💵 $98k - $112k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

Apply Now

Receive Emails with Similar Jobs

Found

WebsiteLinkedInAll Job Openings

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.

51 - 200 employees

💰 $60M Series B on 2022-02

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ 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. • Flexible vacation policy: Vacations, appointments, mental health days- take the time you need, whenever you need to with our flexible time-off policy