Head of Customer Experience

Our Vision & Mission in Support

Vision: Every conversation is a chance to build trust. We take it.

Mission: Our customers feel heard and get help effortlessly

Your Goal

Turn Support into a Key Driver of Customer Retention

For a long time, our customer support was often the last place users go when something goes wrong. Our goal is to change that through AI, automation and product improvements so that human support can focus on the interactions that truly matter.

To continue driving this shift, you will:

• Lead and coach a fully remote team of 5 to 6 agents, and make sure they have the schedule, knowledge and tools to help customers quickly and build trust in every conversation

• Drive adoption of the Fin AI agent with the Automation Specialist, and evaluate whether automation genuinely improves the customer experience, not just operational efficiency

• Build a personalised support experience: go beyond one-size-fits-all scripts to understand what each customer actually needs as a direct driver of retention

• Build a structured Voice of Customer process that turns support data into clear improvements for Product and Operations, and reduces contact rate

• Challenge the company on customer focus and be a close sounding board to the COO on what we're hearing directly from customers

Build and Scale Support for Our Embedded Partner Ecosystem

We are launching our first embedded calling products within partner platforms, creating a new product line and a new type of customer journey. This introduces new operational and support challenges as we move into a B2B2C environment.

You will:

• Keep the end-to-end support structure for embedded products running, including workflows, escalation paths, SLAs and clear operational ownership, and decide how it is best integrated into our wider support operation rather than run as a side process

• Act as the primary operational point of contact for partner-related issues, coordinating investigations across Product, Tech and Operations, and train support agents and partner teams on embedded product requirements

Team

You’ll work closest with our COO Marika, with our Product Operations Manager Ewan and Chief Revenue Office Edgar. And of course, the whole support team.

Talk360 is a lean company, around 30 people globally, which means you’ll interact regularly across functions: ops, product, engineering, data, and marketing. That cross-functional visibility is one of the things that makes the work here interesting and your impact visible.