Customer Experience Lead

Role Overview

• Own the CX strategy for individual investors and senior B2B clients alike.
• Partner with our Support Manager in the Philippines to introduce AI-driven automation, optimise workflows, and shift the team toward high-value interactions.
• Lay the foundations for a scalable B2B Customer Success capability, focusing on retention, engagement, and value realisation.
• Design structured 7, 30, 60, and 90-day onboarding journeys that turn new sign-ups into power users.
• Own the support experience across chat and email, driving metrics like CSAT and resolution speed.
• Implement modern tech solutions, including AI-driven deflection and help centre optimisation, to reduce manual work.
• Provide strategic direction to our offshore team, identifying coaching and quality improvement opportunities.
• Develop frameworks and strategies for churn reduction, retention, and B2B revenue growth.
• Build direct relationships with key B2B stakeholders to ensure they are realising maximum value from our platform.
• Act as the "Voice of the Customer" internally, collaborating with Product, Engineering, and Marketing to remove friction points.
• Use data and dashboards to track customer health and inform product development.
• Work closely with Product and Marketing to ensure customers clearly understand and realise the value of the platform.
• Own the customer tech stack and ensure tools are effectively utilised.
• Identify opportunities to better leverage existing systems and introduce new technologies where needed.
• Develop dashboards and reporting to track customer health, retention, and support performance.
• Use data to inform decisions and continuously optimise the customer experience.

Requirements

• Experience leading customer support and/or customer success in a SaaS environment.
• Strong understanding of SaaS metrics (e.g. churn, LTV, activation, retention).
• Experience managing offshore or distributed teams.
• Familiarity with modern support and success tools, including AI-driven platforms.
• Solid understanding of investing concepts and financial markets, either through professional experience, fintech exposure, or personal investing or willingness to learn.
• Ability to confidently engage with customers on video calls, email and chat around using an investing platform.

Benefits

• Flexible Remote Working: Work where you are most productive;
• Simply Stop: Time is one of the most valuable commodities, so we stop working early on Fridays;
• Share Club: We provide a subscription to SWS, cash for you to invest & regular sessions to discuss stocks and investment ideas;
• Parental Leave Policy: With a supportive return to work option;
• Learning & Development Fund: We invest in your growth;
• Team Events & Hackathons: An opportunity for everyone to come together and push what is possible.