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Head of Customer Experience

Kick

Kick

Customer Service
Palo Alto, CA, USA · Remote
Posted on Tuesday, January 23, 2024

Head of Customer Experience

Kick is an applied machine learning company building the first self-driving bookkeeping experience.

Started by the Co-Founder of Teachable ($250m exit in March 2020 with 100,000 customers), we’ve raised $5M from world-class investors like OpenAI to reimagine how millions of business owners work.

We’re experiencing significant traction and are looking for a Head of Customer Experience to build out the function for scale.

About the Role

The Head of CX’s mission is to build the processes and team needed to deliver world-class post-sale experiences for both self-serve and enterprise segments. As a member of the leadership team, you will help shape Kick’s customer experience strategy, fuel growth and delight our customers.

What You’ll Do

  • Build the Customer Success and Support functions on the path to 100X our customer base.

  • Lead the design and evolution of Customer Experience, including Service Tiering, Process Design, Data Management and Reporting.

  • Closely collaborate with Growth and Tax teams to provide exceptional experiences for our self-serve, mid-market and high-profile Creator customers with millions of online subscribers.

  • Partner with our Product and Engineering teams to gather user feedback and advance operational scalability.

  • Own and implement initiatives to improve NPS, CSAT, retention and expansion revenue metrics.

  • Provide ongoing team mentorship to foster a culture of excellence, collaboration and continuous learning.

We're Looking For Someone Who

  • Has 5+ years of startup experience in customer experience, operations or sales

  • Has 2+ years in CX leadership, setting strategic vision, and enabling high-performance teams

  • Has strong analytical and problem-solving skills, with the ability to build systems and leverage data to optimize customer journeys

  • Has a healthy skepticism for the status quo and loves building the processes and systems needed for scale

  • Is proactive, can take full ownership of a project and see it through completion in a fast-paced, ambiguous environment

  • Is customer-obsessed and is excited to deliver exceptional customer experiences

  • Has impeccable written and verbal communication skills

Bonus if:

  • Early Employee or Founder of a startup or experience at an established SaaS organization

  • Advanced technical qualifications or experience (e.g. CPA, EA, Tax LLM)

  • Experience with SMB, SaaS or fintech

  • Background being self-employed or know the needs of individual business owners, creators and investors

Compensation

  • Competitive $140,000-$190,000 total compensation and top-tier health benefits

Kick is building a team of creative thinkers and doers from diverse backgrounds. If your experience doesn’t precisely match we’re looking for, we’d still love to hear from you! Use this link to apply now.