We are looking for a customer experience expert to drive strategy on how to deliver best in class customer services. You will be the chief architect of the customer journey from the moment a user seeks help to the moment their problem is solved (and beyond).
Requirements
- 5+ years of experience in Customer Experience, Operations, or Knowledge Management, with a track record of building, mentoring, and scaling high-performing workflows or teams.
- A strategic thinker who maintains a 'hands-on' approach to execution; able to navigate ambiguity and deliver results in a fast-paced, high-growth environment.
- Expert ability to deconstruct complex technical processes and translate them into scalable, practical workflows and Standard Operating Procedures (SOPs).
- Strong proficiency with Knowledge Management (KM) platforms, Document Management Systems (DMS), and CX software suites.
- Exceptional writing and editing skills with a focus on clarity, usability, and maintaining brand voice across diverse support channels.
- Ability to synthesize qualitative and quantitative data to identify root causes and build compelling business cases for CX investments.
- A design-thinking practitioner dedicated to removing friction and delivering exceptional end-to-end user experiences in complex environments.
- Proven track record of influencing without authority and building strategic partnerships across Product, Legal, Training, and Operations.
- Outstanding verbal and written communicator capable of simplifying complex information for diverse audiences and presenting to senior leadership.
- Solid organizational skills with the ability to manage competing priorities and high-stakes projects simultaneously.
Benefits
- Mind & Body - Medical, mental health, and wellness benefits
- Financial Wellness - Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000), as well as an employee stock purchase program
- Unplug - Generous PTO and 14 paid holidays
- Career - Annual training allowance for professional development and ERG membership opportunities and events
- Family - 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts
