Head of Customer Experience

2 weeks ago


London Area, United Kingdom Hired By Startups Full time

Customer Experience Lead / Head of

AI Startup - Series A

London

£75k-£110k salary + equity options & benefits


At Hired By Startups, we’re working with an early stage AI startup, hiring their first Customer Experience Lead to join their team.


This startup has recently closed a large Series A round from prominent US VC’s, currently growing 10x per week and already have users at many of the world’s best known tech companies.


You’ll be joining as one of the startup’s first 10 employees, with the excitement of building something from the ground up, but with the funding of a later stage startup.


About the role


As Customer Experience Lead, you will:


  • Be responsible for building the Customer Experience function from the ground up.
  • Develop internal tools & processes to deliver a highly scalable customer support function.
  • Build a culture of self-resolution through in-app help, documentation and prompts.
  • Create a well structured and comprehensive support library for users.
  • Work closely with Product & Engineering teams, representing the customer in the roadmap.
  • Contribute to bug prioritisation, working with developers to ensure issues are resolved.
  • Develop and execute test plans to ensure product quality.
  • Participate in feature discussions, providing Customer & QA insights.


About you


As Customer Experience Lead, you’ll need:


  • Prior experience leading a Customer Experience / Support function in a tech company.
  • A track record of scaling CX capability through tools and processes, rather than headcount.
  • Proficiency with support ticketing systems, analytics software and knowledge base tools.
  • Experience acting as the voice of the customer, working with Product & Engineering teams.
  • Familiarity with QA processes and tools would be beneficial.
  • The ability to thrive in a high growth tech startup environment.


Benefits


As Customer Experience Lead, you can expect:


  • £75k-£110k salary, depending on experience
  • Highly generous equity options
  • Private healthcare
  • Monthly wellness allowance
  • And more…


Office


This startup is office based (Old St) 5 days per week, with flexibility on working hours and WFH as needed. Please only apply if you’re happy with an office based role.


If you're looking for a new Customer Experience role and like the idea of joining an early stage AI startup, this could be for you. Apply now



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