Head of Customer Experience

Role Overview

• Your fundamental role is to delight customers with “insanely great" service.
• You’re accountable for the entire system that powers how we communicate with customers.
• You’ll work with your CX Team Leads to map capacity requirements.
• You’ll ensure our vibes are immaculate & everyone is doing the best work of their life.
• You’ll run all our customer-facing teams after a customer has purchased.

Requirements

• 5+ years leading in a high-calibre, high-volume D2C CX/sales/success/service/support role (or equivalent).
• Metrics: You’re maniacal about your metrics.
• Processes: You’re all about the processes.
• Trenches: You don’t hesitate to get your hands dirty in the trenches.
• Hiring: You hate incompetence as much as me.
• AI: You recognize how revolutionary LLMs are for your job.
• Excellence: You’re annoyingly capable at meta skills.

Benefits

• comprehensive medical insurance (if appropriate).
• budget for books, courses, coaching.
• budget for gym, health apps.
• free membership with a clinic offering GLP-1s.
• free biweekly health coaching so you stay healthy.
• free biweekly work coaching so you stay sharp + calm.
• Macbook & work-from-home equipment provided as needed.