Head of Customer Experience

Found

Head of Customer Experience managing customer support team for Found, a financial services company. Leading strategy and support efforts in a remote setup.

Posted 4/25/2026full-timeRemote • California, New York, Oregon, Washington • 🇺🇸 United StatesLead💰 $150,000 - $170,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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: Comprehensive medical, dental, and vision benefits and are always 100% covered for employees, 90% covered for dependents.
Work anywhere: We have Found offices in SF and NYC. For team members who work outside those cities, Found also supports fully remote working.
Meaningful equity: Everyone on our team should feel and act like an owner, which is why Found offers industry-competitive equity to all of our employees.
Generous vacation policy: Vacations, appointments, mental health days- take the time you need.

ATS Keywords

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Hard Skills & Tools

customer support managementperformance managementKPI definitionOKR definitionroadmap settingproblem-solvingteam trainingteam hiringanalytics platformsAI in customer support

Soft Skills

leadershipadaptabilitycommunicationempathyproblem-solvingcollaborationcoachingself-starterinfluencingsynthesis of customer trends