Firstbase.io (W21)
Incorporate in the US, from anywhere

Head of Customer Experience

Remote / Remote
Full-time
3+ years
About Firstbase.io

Join Firstbase.io to help more founders start companies

About the role

About the role

Firstbase.io is hiring a Head of Customer Experience that thrives in the unexpected and delights of stress or pressure, where decision-making, coaching, communicating, and organizing are crucial elements to have as a leader with ownership over the Firstbase customer founder’s experience. As a player-coach, the Head of Customer Experience will regularly collaborate with marketing, partnerships, and product to ensure the customer is always our North Star. 

What's Firstbase.io?

We are a YC W21 and VC-backed tech startup dedicated to promoting business in the worldwide economy.

We help founders launch in the US from anywhere in the world and access the greatest startup ecosystem on the planet. We have helped launch over 5,000 businesses from more than 160 countries across a wide spectrum of industries.

Our team is distributed globally to better serve our diverse customer base. We believe in creating a level playing field and supporting global talent that's on the rise.

Why you should join

Technology has eliminated borders for almost every industry. More businesses are engaging in global commerce from afar, particularly in the United States. Registering a business, setting it up for commerce, and accessing the banking system in the United States is not a simple feat, especially for international owners.

Firstbase.io is insanely focused on automating, simplifying, and humanizing what it means to launch a company in the United States. We are just getting started and would love your help building a product that helps others pursue their dream.

You will have the following duties

  • Thinking proactively about our customers' needs and wants

  • Hiring, training, and managing our Customer Experience team that spans both support and onboarding skills

  • Prioritizing and triaging questions from the support team daily

  • Building a standard of excellence, including but not limited to routine tickets and email QA to identify areas of strength and improvement for each team member.

  • Keeping Zendesk, the source of truth and Customer Support stack at Firstbase, updated, organized, and maintained to map to the customer experience

  • Updating and reporting on KPIs through Zendesk Insights.

  • Synthesizing product feedback through both quantitative and qualitative customer feedback and insights

You should meet the following requirements

  • At least 2+ years in a leadership role

  • Excellent writing and communication skills

  • High proficiency in Zendesk

  • You are a self-starter and have a deep passion for customer happiness.

  • You are comfortable with the unknown, where one must do a lot with a little, and where speed matters

  • You are a driven to win, competitive, and intellectually curious individual. 

Some perks you might enjoy

  • Monthly bonuses
  • Work from anywhere; your house, the beach, or a coffee shop
  • Remote-first culture
  • Get paid in digital currency (optional)
  • 3 weeks of PTO
  • Take your birthday off, paid

Firstbase.io is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability or veteran status.

Technology

Current back-end tech stack:

PHP Laravel PostgreSQL Docker (Compose and Swarm) GitLab CI AWS S3 AWS EC2 GreyLog

Current front-end tech stack:

Vue (and Vue-Router) Vuex 3rd party libs for GTM/Stripe/etc.

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