Customer Experience Team Lead

About Found

The self-employed workforce is a rapidly growing resilient and colorful 60 million Americans. But self-employment comes with its own set of challenges: navigating taxes accounting bookkeeping and business banking are just a few. That’s where we come in.

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.

About this role

Hi my name is Lance and I lead Customer Experience at Found. The Customer Experience team is at the heart of what we do at Found. Our team directly supports Found customers at every stage of their journey from onboarding to successfully running their business with our tools and resources.

Because our team is in constant conversation with our customers we’re in a unique position to support the company by identifying customer trends collecting product feedback and triaging software bugs. CX Associates are key to this process enabling product and policy improvements to make a Found effortless component of our customers’ work lives.

We’re looking for a leader who can help our CX associates perform and grow within the Customer Experience organization. We need a passionate people leader to help define what it means to be successful on the Customer Experience team and help our frontlines achieve (and exceed!) their potential. In addition to supporting our team this person will also roll up their sleeves and pitch in with supporting our customers.

Some recent team accomplishments include:

Adding AI operations tasks to the team’s responsibilities helping ensure that automation and AI service sounds like Found and is continuously improved by the team engaging with customers on a daily basis.

Collaborating with product design and engineering teams to address frequent customer pain points to make positive changes for all of our users.

Iterating on qualitative and quantitative metrics and rubrics used to judge team performance.

This person will be responsible for supporting CX associates located in CT/ET so ET based candidates are preferred.

Day to day you will:

• 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.

To thrive in this role you have:

• 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.

You may also have:

• First-hand experience as a freelancer gig worker side-hustler or any other kind of self-employment.

• A basic understanding of banking personal finance and/or taxes.

• Experience working in a fast moving high growth startup environment.

• Interest in learning more about AI in relation to Customer Experience.

Compensation at Found

The anticipated salary range for this role is $98000 - $112000 . The salary range listed represents the low and high end of the anticipated salary range for this position across all US locations. Within the range individual pay is determined by several factors including job-related skills experience and relevant education or training. Our competitive base salary is just a piece of Found’s total compensation package. Found offers a generous benefits package to all employees see our list below or check out found.com/careers to learn more!

About You

Found is built by a team that comes from a variety of backgrounds and experiences and we firmly believe that diversity equity and inclusion are crucial to our success. As we grow we’re searching for passionate and motivated team members who are excited to bring their skill set to the team and are ready to learn from others.

If you are looking for a role where you will have the opportunity to make a meaningful contribution and great impact we would love to hear from you!

Perks & Benefits of Found

• 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

To learn more about our benefits or the team please go to found.com/careers.