Head of Customer Experience

San Francisco, Seattle, Portland, New York, or Remote (USA only)Remotefull-timeexecutive

Customer Experience ManagerCustomer

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Quick Summary

Overview

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.

Requirements Summary

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.

Technical Tools

customer-supportdata-analysisperformance-managementroadmap-planning

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.

7+ years experience managing a customer support team in a start-up or technical environment; direct responsibility for hiring, training, and performance management
Demonstrated ability to lead independently and adapt your management style to organizational and platform changes
Experience with common customer support and analytics platforms; possess interest and/or experience with AI in relation to customer support
Ability to effectively communicate with technical and non-technical partners, with specific experience in partnering with Engineering, Product, Design, and Risk
Experience setting roadmaps for a customer experience organization
Experience problem-solving in a fast-paced growth environment; a self-starter approach to learning
Excellent written and verbal communication skills (with a focus on empathy and problem solving), both with customers and fellow employees
Experience managing a distributed team

Experience or interest in financial services, accounting, taxes, and/or self-employment
Experience working in a fast-moving, high-growth start-up environment
Proficiency in data analysis

What We Offer

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The anticipated salary range for this role is $150,000 - $170,000. 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!

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!

What We Offer

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✓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, 90% covered for dependents.

✓Work anywhere: We have Found offices in SF 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.

✓Generous vacation policy: Vacations, appointments, mental health days- take the time you need.