Director of Client Experience

This is a fully remote position, open to applicants in Nebraska, +1 more state.

📋 Description

• Take ownership and enhance the CX Support and CX Trainer teams.

• Direct the strategy, systems, metrics, and personnel for client experience support.

• Recruit, mentor, and nurture CX Support and CX Trainer professionals.

• Establish goals, career development pathways, performance metrics, and feedback standards.

• Lead during peak volume or critical situations and engage in support queues, training, and escalations.

• Manage Intercom Fin comprehensively, including tuning, content sources, guidance, handoff rules, and resolution quality.

• Create workflows, macros, routing, and automation for support functions.

• Leverage AI to enhance the quality and responsiveness of human interactions.

• Oversee help documentation, training materials, and onboarding content.

• Ensure that onboarding and continued education foster product adoption and boost customer confidence.

• Maintain and oversee client experience metrics, reporting, playbooks, and workflows.

• Design and interpret reports using Intercom, HubSpot, and various analytics tools.

• Detect trends, risks, and product issues proactively to mitigate churn.

• Serve as the advocate for the customer within the organization.

⛳️ Requirements

• Minimum of 3 years leading a support or client experience team in a SaaS environment.

• Experience managing high-volume, multichannel support operations.

• Proficient in Intercom, particularly with Fin.

• Skilled in configuring, reporting on, and enhancing Intercom functionalities.

• Direct experience implementing or operating an AI support agent with measurable outcomes.

• Proven track record of enhancing support metrics through effective leadership and operational improvements.

• Capable of generating reports, interpreting metrics, and utilizing data for informed decision-making.

• Ability to quickly learn and master the supported product.

• Experience in people leadership and coaching.

• Demonstrates an ownership mentality and readiness to take direct action when necessary.

• Willingness to actively participate in support queues, training sessions, or escalations.

• Experience in the travel industry, small-business or solopreneur customer experience, and building a CX function from a minimal foundation is preferred.

• Must not require immigration sponsorship or any additional/permanent work authorization to work in the United States, now or in the future.

🏝️ Benefits

• Health, Dental & Vision insurance for you and your family.

• Life and Disability insurance coverage.

• 401(k) plan with automatic company contributions.

• Flexible Time Off policy.

• Annual Travel Stipend.

• Yearly all-team retreat to foster in-person connections across the company.

• Technology stipend.

• Learning budgets for professional development.

• Genuine ownership of a functional area.