Head of Operations and Customer Experience - Remote

Overview

As the Head of Operations and CX at Firstbase, you will own the strategy and execution of all customer-facing operations, ensuring that every interaction is seamless, efficient, and customer-first.

In Short

• Lead customer support operations using Zendesk.
• Oversee incorporation filings and compliance workflows.
• Manage a team of bookkeepers for accurate bookkeeping services.
• Drive automation initiatives to enhance efficiency.
• Monitor and report on key performance indicators.
• Ensure high-quality execution of financial operations.
• Design CX and Ops strategies for onboarding and retention.
• Partner with Product and Engineering for internal tool development.
• Scale cross-functional teams and provide unified leadership.
• Utilize data tools for analytics and reporting.

Requirements

• 7 - 10+ years of experience in Customer Experience or Operations.
• Experience managing multifunctional and remote teams.
• Strong expertise with Zendesk in high-volume environments.
• Experience in BPO operations with distributed teams.
• Ability to deploy AI tools for workflow automation.
• Data-driven mindset with experience in analytics.
• Excellent communication and leadership skills.
• Comfortable in a fast-paced startup environment.
• Bonus for background in fintech or accounting services.
• Experience in leading product-oriented internal tooling teams.

Benefits

• Competitive salary and equity package.
• Generous raises and stock refreshers.
• Flexible work setup with remote options.
• PTO and other time-off benefits.
• Health and wellness stipends.
• Learning and development stipends.
• Parental leave with fully paid time off.
• Annual bonuses that grow with performance.
• Company gatherings and retreats.
• Accelerated career progression opportunities.