Customer Experience Lead @ Atomic

INACTIVE

Full-Time

Customer Experience Lead

Posted on 3/14/2023

Atomic

501-1,000 employees

Venture capital firm

Financial Services

Real Estate

Consumer Goods

Senior

California, USA

Required Skills

Communications

Zendesk

Customer Service

Requirements

2-4+ years in customer experience at a startup in the Fintech industry (or another similar highly regulated industry), ideally as an early CX hire
Excellent written & verbal communication skills, patience, and empathy
Experience with (and ideally, an opinion on) various customer service platforms (ex. Zendesk), technologies, and communication channels
Demonstrated love of early stage environments and the ability to thrive in ambiguity
Product-oriented mindset and user-first approach to decision making
Strong desire to learn, grow, and increase impact over time

Responsibilities

Deliver an exceptional customer experience throughout the customer lifecycle; diagnosing communicating, and ensuring resolution of complex customer issues
Play a critical role in the product feedback loop by providing “voice of the customer” input to help us improve product and process
Build organized, process-driven customer support flows with a bias towards written documentation
Become an expert on our mission, platform, and product
Create customer-facing self service support documentation (ex. FAQs, demos)
Provide thought leadership on strategic direction of the CX function
Own any tooling, platforms, or software required to provide exceptional customer service in a highly regulated industry

Atomic is the venture studio that co-founds companies by pairing founders with the best ideas, teams, and resources, and funding those with the most potential. When entrepreneurs co-found with Atomic, they team up with an experienced group of operators who have started dozens of companies, and created billions of dollars in enterprise value. Industry disruptors like Bungalow, Found, Hims and Hers, Homebound, OpenStore, and Replicant all started at Atomic along with dozens more. Atomic was founded in 2012 by serial entrepreneur Jack Abraham and is headquartered in Miami and San Francisco with a distributed team across North America.

Overview: We are a pre-launch company backed by Atomic VC, focused on building a differentiated B2B Fintech product. Our founders were early Technical and Go-to-Market Product leaders at Affirm and Square (now Block), so we are no strangers to building revolutionary Fintech Companies!

We are searching for our first Customer Experience (CX) Lead hire to support the growth of our platform at launch and beyond. You will work on the front lines to build out an exception customer service function from the ground up and ensure an exceptional experience throughout the customer lifecycle. You’ll lead and grow all areas of the CX journey from pre-purchase, to new customer onboarding, and ongoing issue resolutions best practices. In addition, you’ll help advance the CX function by acting as our internal “voice of the customer”, creating self-service support documentation, and working with Product to improve and automate manual CX processes.

What you’ll do:

Deliver an exceptional customer experience throughout the customer lifecycle; diagnosing communicating, and ensuring resolution of complex customer issues
Play a critical role in the product feedback loop by providing “voice of the customer” input to help us improve product and process
Build organized, process-driven customer support flows with a bias towards written documentation
Become an expert on our mission, platform, and product
Create customer-facing self service support documentation (ex. FAQs, demos)
Provide thought leadership on strategic direction of the CX function
Own any tooling, platforms, or software required to provide exceptional customer service in a highly regulated industry

What you have:

2-4+ years in customer experience at a startup in the Fintech industry (or another similar highly regulated industry), ideally as an early CX hire
Excellent written & verbal communication skills, patience, and empathy
Experience with (and ideally, an opinion on) various customer service platforms (ex. Zendesk), technologies, and communication channels
Demonstrated love of early stage environments and the ability to thrive in ambiguity
Product-oriented mindset and user-first approach to decision making
Strong desire to learn, grow, and increase impact over time

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

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Atomic is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Atomic considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.

Please review our CCPA policies here.

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Atomic

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Website

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Atomic is a place for anyone with an entrepreneurial spirit to build, launch, and scale products and companies solving painful problems in huge markets. Atomic pioneered the studio-fund model of bringing together ideas, capital, talent, and resources to start companies in parallel and has built successful companies across industries ranging from fintech, web3, and the workplace to proptech, education, and the enterprise.

Company Stage

N/A

Total Funding

$260M

Headquarters

Miami, Florida

Founded

2012

Growth & Insights

Headcount

6 month growth

↓ -14%

1 year growth

↑ 0%

2 year growth

↓ -21%

INACTIVE