Head of Customer Experience - Remote

Overview

The Head of Customer Experience at Parkade will lead and scale the Customer Support & Success functions, ensuring world-class support for customers while driving strategic improvements.

In Short

• Lead and inspire the Customer Experience team.
• Own and improve support processes and tools.
• Ensure timely and accurate customer support.
• Accountable for team performance and standards.
• Collaborate with cross-functional teams for process improvements.
• Analyze data to enhance customer experience.
• Define support goals and metrics with stakeholders.
• Implement AI tools for improved response times.
• Act as a player-coach in customer support.

Requirements

• 6+ years with ticketing and CRM tools.
• 4+ years in people management in support environments.
• Experience with a 24/7 support model.
• Understanding of customer success and relationship nurturing.
• Strong operations and systems thinking skills.
• Familiarity with growth-stage startups.
• Experience in a B2B2C environment.
• Experience supporting payments or transaction products (preferred).

Benefits

• Competitive compensation ($140-175K base) + equity.
• Medical, dental and vision insurance covered at 80%.
• 401k and other financial benefits.
• Flexible PTO policy.
• Free lunch and parking during office visits.
• Monthly cell phone subsidy and home-office allowance.