Customer Experience Lead

Role Overview

We’re looking for a Customer Experience Lead to own the customer journey at HeyTaco, a small, customer-funded software company. The role involves working across the entire customer lifecycle, from demo to retention and expansion.

What You Will Do

As a Customer Experience Lead, you’ll help people learn about HeyTaco, get value from it, and love being a customer. Your job is to own the experience from demo to onboarding, support, success, and retention.

Why It Might Be a Fit

You’ll be a self-directed, proactive person who genuinely likes people and likes solving problems for them. You’ll be comfortable jumping on a Zoom call with a prospective customer, digging into usage data, and sharing an idea with the product team.

Requirements

• 2 – 5 years experience in Customer Success, Account Management, Customer Support, Customer Experience, SaaS sales, or another customer-facing role
• Experience working with a SaaS or technology product
• Excellent written and verbal communication skills
• Comfortable leading customer and prospect conversations over video
• Strong problem-solving skills and a willingness to dig into unfamiliar problems
• Ability to understand customer needs and translate them into actionable insights
• Comfort working with data and using customer behavior or product usage to inform decisions
• Ability to work independently and make good decisions without needing constant direction
• Curiosity and an eagerness to understand how both the product and the business work
• Ability to manage your workload, prioritize your responsibilities, and self-direct towards your goals
• A builder’s mindset: you spot problems, own them, and turn ideas into action—fast and with care.
• Integrity: saying what you are going to do, and then doing it
• Great listening skills, curiosity and a constant desire to learn
• Coachability: you seek out feedback and are comfortable giving feedback
• Patience, a sense of humor, and a knack for relating to people

Benefits

• Annual performance bonus
• 401(k) with employer match
• 100% employer-paid health insurance for you and your family
• Flexible PTO
• Flexible hybrid work environment