Responsibilities
- Lead and Develop a High-Performing CX Team
- Own CX Strategy and Roadmap for Support
- Drive Insights, Analytics, and Workforce Planning
- Lead Automation and AI Optimization
- Partner with Operations and QA to Lift Frontline Experience
- Manage Stakeholders and Cross-Functional Alignment
Requirements
- 5+ years in Customer Experience, Customer Support, Operations, or a closely related field.
- 2+ years of direct people management experience, leading analysts and/or operational leaders.
- Demonstrated experience leading CX or support initiatives that improved KPIs such as CSAT, NPS, FCR, automation/containment, or QA scores.
- Proficiency in SQL; hands-on experience with Snowflake; experience building or consuming dashboards in Tableau.
- Solid understanding of support and CX metrics (CSAT, NPS, FCR, containment/deflection, QA/quality scores, AHT, adherence, staffing KPIs, etc.).
- Excellent written and verbal communication skills; able to translate complex analysis into clear narratives.
Nice to Have
- Experience with Salesforce Service Cloud.
- Experience with AI-driven QA or automation tools (e.g., Level AI).
- Background in designing CX/QA frameworks or VOC programs.
- Experience in SaaS, marketplace, or hospitality environments.
Benefits
- Work from (almost) anywhere for up to 20 days per year
- Focus on mental health and well-being: Company-paid therapy sessions through SpringHealth
- Company-paid subscription to Headspace
- Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
- Paid parental leave
- Generous paid vacation + time off for your birthday
- Paid volunteer time
- Focus on your career growth: Development Dollars
- Leadership development
- Access to thousands of on-demand e-learnings
- Travel Discounts
- Employee Resource Groups
- Christmas Bonus - 30 days
- 20 days of paid time off a year
- 25% vacation premium
- Private health, dental, and life insurance
- Monthly social events and happy hours
Work Arrangement
Hybrid
Team
Structure: CX team focused on improving customer journeys, operational performance, and automation across our global Support organization.
Additional Information
- You will collaborate regularly with global partners across time zones (US, UK, and other regions), so some flexibility in working hours may be required for key meetings.
- There will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters.
