Customer Experience Lead

What is a Yat?

Yats are self-sovereign emoji usernames that become your universal internet identity, website URL, and payment address. Imagine a world where instead of being "johnsmith234" someone can be 🔥🐉 across every chat app, social network, metaverse, and beyond.

Tari Labs was founded by Naveen Jain, the founder of Sparkart. We are backed by Blockchain Capital, Pantera Capital, Multicoin Capital, Trinity Ventures, Redpoint Ventures, Canaan Partners, Slow Ventures, and many more of the very best investors in the world.

We want to collaborate with people who push their own definition of excellence every day, who desire full ownership over their ability to make a meaningful impact, and who don’t want to be a cog in a giant machine. If this sounds exciting to you, join us.

About You:

• You are deeply passionate about customer experience
• You possess a track record of success in building and scaling best-in-class customer experience programs in high-growth environments
• An experienced leader adept at managing and scaling remote teams in a multi-channel environment
• Creative and analytical with a results-driven orientation, demonstrated through the ability to draw conclusions, themes, and trends from data analysis, make recommendations on findings and communicate results effectively
• Able to quantify business value of customer experience at an executive level to advocate for stakeholder resources, alignment and support
• You have a strong grasp of customer experience industry tooling and trends, with experience managing external vendors and vetting/gaining buy-in for new ones
• A strong cross-functional collaborator and communicator that partners closely with Product and Marketing teams
• Intrigued by the prospect of working at a consumer startup that’s at the intersection of digital identity, emojis, privacy, the creator economy, and NFTs, and is led by a founding team with significant prior success and deep industry credibility.

What You’ll Do:

• Oversee the customer experience across multiple communication and social channels
• Ensure all quality and productivity SLAs are consistently met while iterating on backend workflows, self-service initiatives and staffing/capacity planning to continually optimize cost-to-serve metrics
• Streamline processes, minimize variations, reduce friction, and drive automation across all customer experience workflows.
• Oversee the strategy, planning and execution of the customer experience function, providing the best possible service to our customers across multiple channels and transforming the foundation of our already beloved team into a scalable engine of customer understanding, effective communication, and an avenue for growth
• Working closely with our Product and Marketing teams to ensure all partner-specific escalations from customers are handled in a timely, effective manner
• Constantly evaluating and (re)assessing internal and external policies, making changes as needed to best support the team, business and customer base
• Representing and advocating for our customers' wants and needs throughout the company by providing regular sentiment analysis, feedback loops and recommendations to ensure all employees understand what it’s like to be a customer
• Partnering closely with cross-functional stakeholders (Product, Engineering, Marketing) on customer- and customer experience impacting initiatives

Requirements:

• Minimum of 7 years in the digital Customer Service/Support/Experience at a startup or hyper growth tech company
• Experience demonstrating data insights to improve customer experience
• Project management skills and experience in implementing successful product launches
• Strong financial acuity to ensure we are managing costs as we continue to scale
• Proven ability to manage project cycles (assess needs, scope, execute, provide feedback)Very customer focused with a high-level of service.
• Entrepreneurial and resourceful spirit; you thrive in a dynamic, fast-paced environment.

Bonus Points:

• Expertise in the utilization of marketing automation, digital demand generation and social selling into the sales process
• Strong understanding of the capture and utilization of data to drive increased customer service performance and revenue attainment

Benefits:

• Highly competitive compensation package
• Comprehensive benefits, including up to 100% paid medical, dental, & vision insurance coverage for you & your loved ones
• An international team of talented and engaged people from different cultural backgrounds and locations.
• The latest technology and equipment to do your best work

That's all to say: these job listings are approximations! If you're a curious and passionate person, we want to hear from you. We are all generalists who like to dip our toes into different fields and skillsets, so if a job isn't a 100% fit, don't worry!
We’re proud to be an equal opportunity employer. We only care that you’re the best person for the job.