Head of Customer Experience

Who We Are Xebec is a direct-to-consumer computer accessories brand challenging the norms of the traditional office. Led by our flagship product, the Xebec Tri-Screen, it is our mission to equip today's professionals to be successful in the modern, mobile workplace. We are a fast-paced and booming consumer products startup building innovative and quality products that empower anyone to Free Yourself. 

Role 

The Xebec Head of Customer Experience truly represents the voice of our customer. The mission is to ensure each customer’s experience exceeds their expectations, from pre-sale interactions to post-sale setup and beyond, to both generate loyal brand advocates and encourage word-of-mouth referrals. 

Responsibilities 

• Identify solutions to major pain points in the customer journey and anticipate and prevent future pain points 
• Manage a team of Customer Service Agents who are handling both pre-sale product questions and post-sale setup questions 
• Optimize processes and workflows to improve the quality and speed of customer support 
• Organize and analyze customer interaction data using our CX platforms and tools to continuously enhance the customer experience 
• Conduct user testing and research as needed to enhance the customer experience across every point of contact with the Xebec brand 
• Empower customers to seamlessly set up Xebec products 
• Empathize with customers to both create a positive experience and better understand how we can best win over customers 
• Relay suggestions from customer feedback to the Xebec team 
• Communicate with customers directly when issues are escalated to the highest level 
• Think in new ways, try new things, be enthusiastic about the Xebec brand, and take pride in enabling customers to "Free Yourself”  

Who You Are 

• A strategic leader who is always looking for ways to make things better and who can independently identify the work that needs to be done 
• An empathetic and decisive individual with experience managing a team 
• A hard worker who is willing to grind it out in the trenches when needed 
• Someone who truly enjoys working with other people (both internally and with customers) 
• Experience with ticketing platforms is a plus, especially direct experience with Gorgias 

Perks 

• Equity + Bonus opportunity 
• Healthcare 
• Hybrid remote workplace