Head of Customer Experience Job at Found (San Francisco)

Job Description

Found is building tools that give self-employed people the security and peace of mind that has historically only been possible at big corporations. We’re a business bank account that automates taxes and expense tracking because we believe small business owners should spend more time doing what they love and less time on their business finances. We’re looking for kind, resourceful, and passionate people to join us in building the safety net for self-employment.

Job Responsibility

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

Nice to have

Experience or interest in financial services, accounting, taxes, and/or self-employment
experience working in a fast-moving, high-growth start-up environment
proficiency in data analysis

What we offer

401K, FSA, and Commuter Benefits
paid parental leave (16 weeks)
comprehensive medical, dental, and vision benefits (100% covered for employees, 90% for dependents)
work anywhere (fully remote working supported)
meaningful equity
generous vacation policy

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Head of Customer Experience

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