Head of Customer Experience

Role Overview

Lead and improve the experience of businesses using Bask Health’s software platform. Develop a customer experience strategy that aligns service quality, operational efficiency, and customer satisfaction with Bask Health’s business priorities.

What You Will Do

Evaluate the customer journey, identify opportunities to reduce friction, and develop scalable customer support and escalation processes. Lead and coach customer-facing teams within the approved organization.

Why It Might Be a Fit

You should have substantial experience in customer experience, customer success, or support operations, along with proven experience managing teams. You should understand how merchant-facing SaaS businesses operate and how customer experience influences long-term customer relationships.

Requirements

• 10+ years of experience in customer experience, customer success, customer support operations, client services, or a closely related customer-facing function.
• At least 4 years of experience directly managing customer-facing teams.
• Demonstrated experience leading customer experience or support operations for a SaaS business.
• Substantive experience working with e-commerce businesses, online merchants, or merchant-facing software.
• Strong understanding of the customer lifecycle, including onboarding, adoption, ongoing support, and retention.
• Experience developing and executing customer experience strategies.
• Proven ability to build and improve customer support processes.
• Experience managing service quality and customer satisfaction initiatives.
• Demonstrated ability to coach, develop, and evaluate customer-facing employees.
• Experience defining service standards and operational performance expectations.
• Strong understanding of customer satisfaction, response time, resolution time, and escalation metrics.
• Experience using customer feedback and service data to identify improvement opportunities.
• Ability to develop scalable customer support and escalation procedures.
• Experience overseeing complex customer escalations.
• Strong understanding of customer communication and service recovery.
• Experience collaborating with product and engineering teams on customer-facing issues.
• Ability to translate customer feedback into operational and product recommendations.
• Experience improving customer onboarding and support handoffs.
• Familiarity with customer support platforms, ticketing systems, and reporting tools.
• Experience building customer service playbooks and training programs.
• Strong written and verbal communication skills.
• Ability to present operational performance and recommendations to senior leadership.
• Strong analytical thinking and data-driven decision-making skills.
• Experience managing multiple operational priorities.
• Strong organizational and process improvement skills.
• Ability to lead teams in a remote, cross-functional environment.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Strong ownership mentality and accountability for customer experience outcomes.

Tagged as: Data Analysis