Head of Customer Experience

📋 Description

• • As Head of Customer Experience at Found Inc., you will lead the strategy and operations of the customer experience organization to ensure exceptional support for self-employed individuals using Found’s financial tools. This role is critical in shaping how Found delivers reliable, empathetic service that empowers users to manage their business finances with confidence.
• • Day to day, you will partner with cross-functional stakeholders to influence product roadmap and company strategy, coach managers to drive team success, monitor and define KPIs and OKRs, collaborate on internal processes and training, and handle high-visibility customer escalations.
• • Found is building tools that give self-employed Americans the financial security traditionally available only at large corporations, offering automated tax and expense tracking through a business bank account. The company serves a growing 60-million-person self-employed workforce and values kindness, resourcefulness, and passion in its team.
• • In this role, you will develop leadership expertise in scaling customer experience functions, gain deep insight into financial services for underserved workers, and drive measurable impact on customer satisfaction and operational efficiency in a high-growth startup environment.