Head of Customer Experience

ABOUT FOUND The self-employed workforce is a rapidly growing, resilient, and colorful 60 million Americans. But self-employment comes with its own set of challenges: navigating taxes, accounting, bookkeeping, and business banking are just a few. That’s where we come in. Found is building tools that give self-employed people the security and peace of mind that has historically only been possible at big corporations. We’re a business bank account that automates taxes and expense tracking because we believe small business owners should spend more time doing what they love and less time on their business finances. We’re looking for kind, resourceful, and passionate people to join us in building the safety net for self-employment. Day to day, you will: - Partner with cross-functional stakeholders to influence the product roadmap and company-wide strategy; synthesize customer trends, collect product feedback, and find points of friction - Coach managers to ensure their teams meet goals and are successful in their day-to-day work and beyond - Monitor and define KPIs, OKRs, and operational work that keeps the team moving; define strategy for the CX organization - Collaborate on internal processes, policies, documentation, and training that supports the overall team - Support our customers by handling high-visibility internal and external escalations To thrive in this role, you have: - 7+ years experience managing a customer support team in a start-up or technical environment; direct responsibility for hiring, training, and performance management - Demonstrated ability to lead independently and adapt your management style to organizational and platform changes - Experience with common customer support and analytics platforms; possess interest and/or experience with AI in relation to customer support - Ability to effectively communicate with technical and non-technical partners, with specific experience in partnering with Engineering, Product, Design, and Risk - Experience setting roadmaps for a customer experience organization - Experience problem-solving in a fast-paced growth environment; a self-starter approach to learning - Excellent written and verbal communication skills (with a focus on empathy and problem solving), both with customers and fellow employees - Experience managing a distributed team You may also have: - Experience or interest in financial services, accounting, taxes, and/or self-employment - Experience working in a fast-moving, high-growth start-up environment - Proficiency in data analysis COMPENSATION AT FOUND The anticipated salary range for this role is $150,000 - $170,000. The salary range listed represents the low and high end of the anticipated salary range for this position across all US locations. Within the range, individual pay is determined by several factors including job-related skills, experience, and relevant education or training. Our competitive base salary is just a piece of Found’s total compensation package. Found offers a generous benefits package to all employees see our list below or check out found.com/careers http://found.com/careers to learn more! ABOUT YOU Found is built by a team that comes from a variety of backgrounds and experiences, and we firmly believe that diversity, equity, and inclusion are crucial to our success. As we grow, we’re searching for passionate and motivated team members who are excited to bring their skill set to the team and are ready to learn from others. If you are looking for a role where you will have the opportunity to make a meaningful contribution and great impact, we would love to hear from you! PERKS & BENEFITS OF FOUND (USA) - 401K, FSA, and Commuter Benefits: We offer all employees access to tax-efficient benefit options alongside competitive base compensation. - Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by Found qualify for 16 weeks of flexible parental leave. - Health benefits: Comprehe