Customer Experience Team Lead - Remote

Overview

As a lead of our Customer Experience Team, you will be responsible for building and nurturing collaborative relationships with our customers to drive strong user adoption, customer satisfaction, and product usage.

In Short

• Ensure an exceptional experience for all customers by implementing customer support policies, processes, and best practices.
• Manage the entire post-sales customer lifecycle, from onboarding, training, adoption, support, renewal, expansion, and relationship building.
• Handle and resolve complex customer inquiries, providing high satisfaction and problem resolution.
• Use your growth mindset to scale the Customer Experience team with service evolution, documentation, and process improvement.
• Mentor and support CX specialists through customer issues and projects and foster an environment of continuous improvement.
• Lead projects to optimize customer support processes and implement innovative solutions that improve the overall customer experience.
• Monitor account health metrics to identify improvement opportunities, churn risks, and potential abuse/misuse by customers.
• Track, manage, and drive the resolution of escalations with customers and develop internal processes for resolution.
• Act as a voice of the Customer by providing and synthesizing feedback for our Product team and the management.
• Build a strong Customer Experience team in the US and Japan to achieve SLAs for our global customer base.

Requirements

• At least 5 years of experience in customer experience or customer support, with a proven track record of demonstrating exceptional customer support and problem solving skills.
• Strategic, analytical, process driven, and have a strong growth mindset and data proficiency.
• Demonstrated leadership and proven track record of managing and developing a team for scalability.
• Detail-oriented with strong organizational skills.
• Exceptional oral and written communication skills both internally and externally.
• Ability to handle multiple priorities in a fast-paced startup environment.
• Tech-savvy and the ability to adapt quickly in a dynamic environment with a good understanding of technology and SaaS platforms.
• Customer support experience in technology/SaaS product is a plus.

Benefits

• Market competitive and pay equity-focused compensation structure.
• Generous time away, including company holidays, paid time off, sick time, parental leave, and more!
• Rich medical benefits and insurance coverage.
• 3.5% 401k match.
• Dedicated mental health support for employees and eligible dependents.