Head of Customer Experience

Found is building tools that give self-employed people the security and peace of mind that has historically only been possible at big corporations. We’re a business bank account that automates taxes and expense tracking because we believe small business owners should spend more time doing what they love and less time on their business finances.

Requirements

• Partner with cross-functional stakeholders to influence the product roadmap and company-wide strategy;
• Coach managers to ensure their teams meet goals and are successful in their day-to-day work and beyond;
• Monitor and define KPIs, OKRs, and operational work that keeps the team moving;
• Support our customers by handling high-visibility internal and external escalations;
• 7+ years experience managing a customer support team in a start-up or technical environment;
• Demonstrated ability to lead independently and adapt your management style to organizational and platform changes;
• Experience with common customer support and analytics platforms;
• Ability to effectively communicate with technical and non-technical partners;
• Experience setting roadmaps for a customer experience organization;
• Experience problem-solving in a fast-paced growth environment;

Benefits

• 401K
• FSA
• Commuter Benefits
• Paid parental leave
• Health benefits
• Work anywhere
• Meaningful equity
• Generous vacation policy