Head of Customer Experience
Join Firstbase.io to help more founders start companies
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.
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.
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.