Head of AI-Driven Customer Experience

Kindredventures; Seattle (WA); On-site; USD 80,000 - 130,000; Full time

Benefits offered by this job

Medical / Dental / Vision

401k

Life insurance

Job summary

Grid is seeking a Head of Customer Experience & AI Operations to shape the future of customer support by leveraging AI, automation, data, and operational excellence. You will design AI-powered workflows, lead a team of specialists, and partner with product and engineering to eliminate customer pain points at the source.

You will drive CSAT and efficiency through dashboards, establish escalation processes, and build internal tools to scale a high-velocity support org for millions of users.

Qualifications

• 3+ years of management experience in customer support, operations, or customer experience teams.
• Strong empathy for customers and excellent written communication.

Responsibilities

• Design and lead the AI-powered customer support strategy across channels (chat, email, self-service).
• Build and manage a team of customer experience specialists.
• Create dashboards and metrics to improve CSAT, response times and retention.
• Partner with Product and Engineering to fix root causes and automate repetitive tasks.

Job description

Grid is seeking a Head of Customer Experience & AI Operations to shape the future of customer support by leveraging AI, automation, data, and operational excellence. You will design AI-powered workflows, lead a team of specialists, and partner with product and engineering to eliminate customer pain points at the source.

You will drive CSAT and efficiency through dashboards, establish escalation processes, and build internal tools to scale a high-velocity support org for millions of users.