Head of Customer Experience and Operations - Remote

Overview

The Head of Customer Experience & Operations at Firstbase will own the strategy and execution of all customer-facing operations, ensuring seamless and efficient interactions across various service areas.

In Short

• Lead customer support operations using Zendesk.
• Oversee incorporation filings and compliance workflows.
• Manage accounting services and bookkeeping teams.
• Drive AI-powered automation initiatives.
• Design CX and Ops strategies for onboarding and retention.
• Partner with Product and Engineering on internal tools development.
• Monitor and report on CX, Ops, and Accounting KPIs.
• Ensure compliance and efficiency in financial operations.
• Manage multifunctional and remote teams effectively.
• Foster a culture of craftsmanship and clarity.

Requirements

• 7-10+ years in Customer Experience or Operations leadership.
• Experience managing remote teams.
• Strong expertise with Zendesk in high-volume environments.
• Direct experience in BPO operations.
• Ability to leverage AI tools for workflow automation.
• Data-driven mindset with analytics experience.
• Excellent communication and leadership skills.
• Comfortable in fast-paced startup environments.

Benefits

• Competitive salary and equity package.
• Generous raises and stock refreshers.
• Flexible remote work setup.
• PTO and paid time off benefits.
• Comprehensive health benefits.
• Learning and development stipend.
• Parental leave support.
• Annual bonuses that grow with performance.
• Company gatherings and retreats.
• Visa sponsorship available.