Customer Experience Manager

As the Manager of Customer Experience, you will directly report to Aileen Palmer, our Head of Customer Operations. In this pivotal role, you will lead a team of Customer Experience Associates (CXAs) and oversee the day-to-day operations of our support organization.

Your leadership will be key in driving strategic initiatives aimed at scaling our support services. This includes expanding into new channels, fostering close collaboration with technical teams, and implementing recruitment and retention strategies. 

You will play a hands-on role in working with CXAs to troubleshoot user issues and serve as a primary escalation point. In addition to managing you will be responsible for leveraging data insights to drive continuous improvement through tracking Customer Support tickets and Key Performance Indicators. An integral aspect of your role will involve analyzing trends to uncover broader issues and surfacing any bugs or enhancement requests to the appropriate teams. 

Our ideal candidate has a proven track record of building and leading successful support functions, with a strong emphasis on expanding services into new channels. As we are a close-knit team of 10 agents, we’re seeking an individual who thrives in a collaborative environment and is passionate about driving exceptional customer experiences.

• You possess a deep understanding of the intricacies involved in scaling support organizations. 
• You deeply care about the individuals you manage and find it rewarding to develop people in their careers. 
• You love thinking outside of the box and coming up with creative solutions to solve complex problems. 
• You’re a systems-based thinker. You excel in deploying new tools and resources, leveraging technology to optimize processes and enhance team efficiency.

• Minimum of 3 years of managing support functions in SaaS, Healthcare, Fintech, HR Tech, or the Insurance industry.
• Demonstrated ability in scaling a growing team from single to multiple channels.
• Proven expertise in driving process improvements and scaling operations to support business growth.
• Track record of effectively managing and growing a team of support agents.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.

• Previous Start-Up Experience

Not meeting all the requirements but still feel like you’d be a great fit? Tell us how you can contribute to our team in a cover letter or apply to our "general opportunities".  

• Recruiter Screen 
• Hiring Manager Interview
• Interview Loop
• Final Interview
• Reference 
• Offer 

• Base: $105,000 - $125,000 + Equity