Customer Experience Team Lead
About Found
The self-employed workforce is a rapidly growing, resilient, and colorful 60 million Americans. But self-employment comes with its own set of challenges: navigating taxes, accounting, bookkeeping, and business banking are just a few. That’s where we come in.
Found is building tools that give self-employed people the security and peace of mind that has historically only been possible at big corporations. We’re a business bank account that automates taxes and expense tracking because we believe small business owners should spend more time doing what they love and less time on their business finances.
We’re looking for kind, resourceful, and passionate people to join us in building the safety net for self-employment.
About this role
Hi, my name is Lance and I lead Customer Experience at Found. The Customer Experience team is at the heart of what we do at Found. Our team directly supports Found customers at every stage of their journey, from onboarding to successfully running their businesses with our tools and resources.
Because our team is in constant conversation with our customers, we’re in a unique position to support the company by identifying customer trends, collecting product feedback, and finding points of friction that prevent our customers from fully embracing Found. CX Associates are key to enabling product and policy improvements to make a Found effortless component of our customers’ work lives.
We’re looking for a leader who can help our associates perform and grow within Customer Experience. Our team has grown rapidly, and we need a passionate people leader to help define what it means to be successful on the Customer Experience team and help our frontlines achieve (and exceed!) their potential. In addition to supporting our team, this person will also roll up their sleeves and pitch in with supporting our customers, as well as develop and support processes to improve the CX organization itself.
I personally review every application, so if you have any questions please include them in your submission.
Some recent team accomplishments include:
- Launching chat as a major new channel to meet our customers where they are, without causing disruptions to our existing support channels.
- Defining a QA strategy to consistently and measurably help our team members improve.
- Developing opportunities to get frontline members of the team plugged into work outside of the queue, including shadowing, writing internal and external help articles, and partnering with Product to better support new features.
In this role, you will work 9:00 - 5:00 pm ET or CT.
Day to day, you will:
- Coach a team of ET-based associates to meet metric goals and help them be successful in their day-to-day work and beyond.
- Support our customers by handling escalations and proactive outreach, along with dedicated queue time to keep in tune with our customers’ needs.
- Manage schedules, timecards, time-off requests, and other operational work that keeps the team moving.
- Collaborate on developing and implementing internal processes, documentation, and training that supports the overall team.
- Partner with cross-functional stakeholders to influence the product roadmap and train associates on new features.
To thrive in this role, you have:
- 3+ years experience coaching and managing a customer support team in a start-up or technical environment.
- Significant experience with common customer support and analytics platforms (e.g. Zendesk Suite, Twilio Studio, Datadog).
- Comfort managing employees remotely and experience working with distributed teams across different time zones.
- An entrepreneurial, self-starter approach to creating or improving processes, tools, and resources that support the CX team.
- Excellent written and verbal communication skills, with a focus on empathy and problem solving.
You may also have:
- First-hand experience as a freelancer, gig worker, side-hustler, or any other kind of self-employment.
- Previous experience working in financial technology, particularly at a neobank or payment app.
- An understanding of banking, personal finance, and/or taxes.
- Experience working in a fast moving, high growth start-up environment.
Compensation at Found
The anticipated salary range for this role is $80,000 - $100,000. The salary range listed represents the low and high end of the anticipated salary range for this position across all US locations. Within the range, individual pay is determined by several factors including job-related skills, experience, and relevant education or training. Our competitive base salary is just a piece of Found’s total compensation package. Found offers a generous benefits package to all employees see our list below or check out found.com/careers to learn more!
About You
Found is built by a team that comes from a variety of backgrounds and experiences, and we firmly believe that diversity, equity, and inclusion are crucial to our success. As we grow, we’re searching for passionate and motivated team members who are excited to bring their skill set to the team and are ready to learn from others.
If you are looking for a role where you will have the opportunity to make a meaningful contribution and great impact, we would love to hear from you!
Perks & Benefits of Found
- 401K, FSA, and Commuter Benefits: We offer all employees access to tax-efficient benefit options alongside competitive base compensation.
- Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by Found qualify for 16 weeks of flexible parental leave.
- Health benefits: Comprehensive medical, dental, and vision benefits and are always 100% covered for employees, 75% covered for dependents.
- Work anywhere: We have Found offices in SF, Seattle, and NYC. For team members who work outside those cities, Found also supports fully remote working.
- Meaningful equity: Everyone on our team should feel and act like an owner, which is why Found offers industry-competitive equity to all of our employees.
- Flexible vacation policy: Vacations, appointments, mental health days- take the time you need, whenever you need to with our flexible time-off policy
To learn more about our benefits or the team please go to found.com/careers.