Head Of Customer Experience & Ai OperationsToday's financial system is built to favor those with money. Grid's mission is to level that playing field by building financial products that help users better manage their financial future. The Grid app lets users access cash, build credit, spend money, optimize their taxes, and lots, lots more.Grid is a fast-growing team that's deeply passionate about making a difference in the lives of millions.
We're solving huge problems and believe that every team member has a big role to play. Come join our growing team in our Seattle office!Your mission is to leverage AI, automation, data, and operational excellence to create a customer experience that feels fast, personal, and magical—while allowing a lean team to support millions of users. You'll design AI-powered workflows, build customer-facing agents, identify opportunities for automation, and partner closely with product and engineering teams to eliminate customer pain points at their source.You'll also lead a team of customer support specialists who handle issues that still require human judgment and empathy.We're focused on serving our users and building a robust product above all else.
To this end, Grid's team members experience high levels of autonomy and ownership, and as a company we value curiosity, learning and growth.Build the AI Support OrganizationDesign and deploy AI-powered support workflows across chat, email, and self-service channelsEvaluate and implement new AI tools, agents, copilots, and automation platformsContinuously increase automation rates while maintaining customer satisfactionOwn Customer Experience MetricsDrive improvements across CSAT, response times, resolution times, automation rates, and customer retentionBuild dashboards and reporting to identify opportunities for improvementLead Escalations and OperationsManage a team of customer experience specialists handling complex customer issuesEstablish escalation processes and quality standardsEnsure customers receive fast, empathetic, and accurate supportBe the Voice of the CustomerIdentify recurring pain points and partner with Product and Engineering to fix root causesTranslate customer feedback into actionable product improvementsBuild systems that proactively detect customer issues before they become support ticketsBuild Internal ToolsUse AI and no-code/low-code tools to improve team productivityCreate workflows, automations, dashboards, and operational toolingWhat we're looking for:Customer Experience Leadership3+ years management experience in customer support, operations, trust & safety, or customer experience teamsTrack record of improving customer satisfaction while scaling operationsAI and Systems MindsetDeep curiosity about AI and automationExperience implementing AI tools, chatbots, workflow automation, or operational systemsAbility to identify repetitive work and automate itAnalytical ThinkingComfortable working with data and metricsExperience using SQL, spreadsheets, BI tools, or similar analytical platformsAbility to diagnose operational bottlenecks and measure improvementsBuilder MentalitySelf-starter who thrives in ambiguityExcited to build systems from scratchHigh ownership and bias toward actionCustomer ObsessionStrong empathy for customersExcellent written communication skillsAbility to balance automation with human judgment$80,000 - $130,000 a year Competitive equity package Benefits Medical / Dental / Vision 401k Life insurance Salary range $80,000 - $130,000 per yearWhy This Role Is DifferentMost companies are asking how AI can help their support teams. At Grid, we're asking a bigger question:What would customer support look like if you built it from scratch in the AI era?You'll have the opportunity to answer that question for more than a million users and help define how customer experience operates at Grid for years to come.