Volt

Customer Support

About the Role: As Head of Customer Experience at Volt, you will lead our rapidly growing post-sales organization.
As one of our early customer-facing leaders, you’ll play a pivotal role in shaping the future of how we serve and grow with our customers.
You will own the strategy and execution of our Onboarding, Support, and Customer Success functions, building a scalable foundation that preserves our world-class customer experience as we expand.
This is a high-impact leadership role where you’ll be trusted to solve novel technical and CX challenges, work directly with customers daily, and collaborate cross-functionally to influence product direction and drive revenue growth.
You’ll thrive here if you are energized by building programs from the ground up, want to take on meaningful ownership, and are eager to experience exponential personal and professional growth alongside a talented, collaborative team.
Key Responsibilities:
Be the face of our post-sales experience, and actively ensure clients are provided with the white-glove experience they expect from a premium enterprise SaaS product.
Enabling Volt to scale by thinking 6-12 months ahead, anticipating the roadblocks that come with customer growth, and setting the team up for success to move through them with ease.
Providing tools for organization-wide transparency into account status and planning.
Owning the Customer Journey. Develop scalable systems and processes to ensure customers are educated through every stage of the customer lifecycle.
Drive meaningful revenue growth across Volt’s existing customer base through usage and adaption as we scale rapidly.
Become a key customer partner, developing relationships with executives of Volt’s most strategic customers.
Responsible for sourcing talent and growing Onboarding, Customer Support, and Customer Success teams to ensure the highest level of customer satisfaction with the Volt product lines.
Work closely with Marketing, Product, and Sales to ensure the voice of the customer is heard at every level of the company to drive improvements for the future.
Create systems to internalize customer feedback and communicate data-backed recommendations to the product team for improved customer satisfaction and success.
Develop churn reduction tactics to maximize customer lifetime value.
Build data-backed, measurable KPIs for all account management and success activities.
Create proactive systems to identify struggling customers and mitigate churn while maximizing the customer experience.
Create customer support playbooks and tactics to ensure timely responses to support inquiries.
Empower our customer-facing teams with tools and tactics to ensure the highest levels of customer satisfaction.

Head of Customer Experience

Engineering Manager

• Volt: transforming communications platform industry; enables businesses to build customer connections via managed messaging infrastructure.
• Role: Head of Engineering to lead technical team, set engineering vision, scale and mentor team, and deliver secure, reliable SaaS products.
• Define and execute engineering vision and technical strategy in alignment with company goals.
• Build, mentor, and scale a high-performing engineering team; foster collaboration, ownership, and continuous improvement.
• Represent engineering in board, investor, and customer conversations as a trusted technical leader.
• Partner with product, design, and business stakeholders to shape and deliver the product roadmap.
• Oversee architecture and system design decisions to ensure scalability, security, and performance of the SaaS platform.
• Establish and continuously improve engineering best practices, coding standards, and CI/CD pipelines.
• Drive adoption of agile methodologies to improve delivery velocity and predictability.
• Implement robust security, compliance, and governance frameworks (SOC2, HIPAA, GDPR, etc.) and ensure system uptime and data protection.
• Stay ahead of SaaS and AI technology trends and champion innovation to enhance customer experience and outcomes.