Director of Customer Experience

Key Responsibilities:

• Influence product roadmap and company strategy by synthesizing customer feedback and trends.
• Coach managers to achieve goals and define KPIs and operational strategies for the CX team.
• Collaborate on internal processes, policies, and training materials to support team operations.

Required Experience:

• 7+ years managing customer support teams in startups, including hiring, training, and performance management.
• Experience with customer support platforms, analytics, and adapting management styles to organizational changes.
• Strong communication skills to partner with Engineering, Product, Design, and Risk teams.

Additional Qualifications:

• Interest or experience in financial services, accounting, or self-employment sectors.
• Proficiency in data analysis and experience in fast-paced, high-growth startup environments.
• Ability to manage distributed teams and problem-solve effectively in dynamic settings.