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Head of Customer Experience

Found

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Location:
United States , San Francisco ▼

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

150000.00 - 170000.00 USD / Year
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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

Additional Information:

Job Posted:
February 14, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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