Responsibilities
- 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
Work Arrangement
Remote (Worldwide) — SF, NYC
Additional Information
- Compensation includes a competitive base salary and a generous benefits package
- New parents qualify for 16 weeks of flexible parental leave
- Health benefits: comprehensive medical, dental, and vision benefits, 100% covered for employees, 90% covered for dependents
- 401K, FSA, and Commuter Benefits available
- Generous vacation policy: includes vacations, appointments, mental health days
- Meaningful equity offered to all employees
