Founding Customer Experience Lead

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take ownership of the complete customer experience throughout the entire deal lifecycle, including pre-close, closing, post-close, and continuous reporting.

• Serve as the primary responder for incoming inquiries related to support and legal/compliance tickets.

• Exercise sound judgment in triage: identify what is urgent, what poses a risk, what can be self-served, and route issues accordingly.

• Decrease ticket volume by addressing root causes.

• Collaborate with the team to develop the AI-first toolkit.

• Represent the internal voice of the customer.

• Establish the tone and standards for Odin's interactions with customers.

⛳️ Requirements

• A minimum of 5 years of experience in customer-facing operational positions.

• Direct experience in finance, fintech, fund administration, investor relations, or VC operations is highly advantageous.

• Ability to remain calm and articulate under pressure.

• When encountering pain points or repetitive tasks, your instinct is to address the underlying cause.

• Proficient with tools and fluent in AI technologies.

• You possess strong conviction in your decisions.

• A team player with high ownership and low ego.

• Exceptional writing skills.

🏝️ Benefits

• Health: Private health insurance (Vitality), paid sick leave including support for pregnancy loss and fertility treatments, and access to Spill for mental health support.

• Wellness: £1,000 annual budget for health, therapy, or fitness.

• Parental Leave: Enhanced maternity, adoption, paternity, and partner leave.

• Pension: 4% employer contribution with salary sacrifice options.

• Time Off: 25 days annual leave, 2 wellness days, and flexible bank holidays (33 days total).

• Work From Anywhere: Up to 6 weeks per year working from anywhere globally.

• Birthday Leave: An additional day of leave.