Customer Experience Lead
Core
Global Customer Experience Lead responsible for unifying support teams, building internal triage systems, and acting as the voice of the customer to drive product improvements.
Role type
Senior IC Customer Experience Lead (Global)
Builds
Unified global CX function, internal triage systems, and customer feedback loops for product iteration
Domain
Fintech / AI for Financial Advisers
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Global team leadership, inbox management, system design, data-driven decision making, cross-functional influence, hiring, stakeholder management
Preferred skills
Financial services experience, high-growth startup experience, AI power user
Technologies
Internal tooling, triage systems, data analytics platforms
Responsibilities
Own the global inbox and set standards for speed and accuracy; Lead and coach the CX team across multiple time zones; Build the internal triage system to reduce ticket volume; Scope internal tooling to automate repetitive work; Act as the voice of the customer to inform product and engineering; Measure CX metrics and drive data-backed improvements; Hire and build the CX team
Seniority
Senior, hands-on IC with global scope
