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Director of Customer Experience

Our Mission

Community Phone is a venture-backed, Y-Combinator graduate with a simple mission: make the phone call more powerful. We have thousands of customers around the country, including children trying to purchase landlines for their elderly parents and businesses choosing modern voice features. Our business clients include KFC, AT&T, GM, Dunkin’ Donuts, and Starbucks.

In 2021 we grew 20%+ month-over-month. Since the beginning of 2021, our team expanded from 5 to nearly 50. As our Director of Customer Experience, you will be in charge of managing a delightful and efficient customer experience after the customer’s initial onboarding. The full Customer Support team will report to you.  

Our investors are the same early investors in companies like Reddit, DropBox, AirBnB, Twitch, Lyft, and other successful startups. We are customer-centric and believe that happy customers are the best salesforce on the planet.

Your mission in the team

Community Phone is looking for a Director of Customer Experience who will report directly to the CEO. We are looking for an automations-first thinker who is disposed to action and measurement. You may be a good fit if the following excite you:

  • Measuring and enabling a Disney-like customer experience including managing KPIs such as preventable churn, post-sale upsell rates, and CSAT
  • Automating that experience so that our Customer Success team grows slowly despite massive customer growth
  • Minimizing support costs related to staffing, refunds and returns
  • Managing an internationally-distributed team of ~15 support staff (and growing)
  • Demanding certain customer-experience updates from the product team given what you and your team learn on the front lines

We are looking for a leader who has designed and scaled CS systems. You see CS from a product development perspective, setting up quantitative feedback mechanisms. You will help us transition from reactive, high-touch support to strategic and proactive design. When you see hundreds of pending tickets, your intuition is to design systems, rather than responding to any individual inquiry.

In this role, you’ll get to:

  • Design a bespoke CS strategy for a company that has found product market fit
  • Design and implement a delightful customer experience that will be a competitive advantage to Community Phone’s success and growth
  • Work with leaders of marketing, design, and engineering teams to enable faster movement in Ops
  • Identify, develop, implement and track KPIs for the CS teams to ensure we hit our targets

We are looking for someone who has:

  • Proven experience as in senior-level Ops or CS strategy role at a scaling tech company
  • A background in product
  • Experience using Zendesk and other CS tools to your team’s advantage
  • Excitement about managing an international team
  • A deep understanding for the Customer Success function and its drives to revenue growth
  • Strategic revenue planning, modeling and analytical ability
  • A strong track record of hiring, developing, and growing diverse teams

Recruitment Process

  • Introduction call with our head of ops
  • Introduction call with our head of marketing or sales
  • Interview with CEO
  • Technical interview + review
  • Interview with an investor
  • Reference check
  • Offer

We can offer

  • An opportunity to take the business + consumer voice market in the US
  • An chance to learn how to recruit for any type of position
  • Nice perks (unlimited days off, company retreats, work-from-home set-up, etc.)
  • Fully remote work with flexible hours
  • Share and learn with a passionate and diverse team who breathe this company

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Location
Remote
Job Type
Full-time
Experience
6+ years
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