RRemoteville
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Founding Customer Experience Lead

Skills
Customer ExperienceCustomer SupportRelationship BuildingRoot CauseToneTriageZendesk Customer Service Software
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • At least 5 years in customer-facing operational roles
  • Direct experience in finance fintech fund administration investor relations or VC operations is a strong plus
  • Calm and clear under pressure with strong judgement
  • Ability to fix root causes of repetitive issues
  • Tool-first and AI-fluent with experience building workflows or automations
  • High conviction with willingness to push back and challenge
  • High-ownership low-ego team player
  • Strong writing skills and excellent tone control
  • Motivated by startup pace ambiguity and ownership

Nice to have

  • Analytical
  • Proactive
  • Self-starter
  • High judgement
  • Detail-oriented

Day to day

  • Own the end-to-end customer experience across the full deal lifecycle for angels VCs GPs LPs and founders
  • Handle inbound support and legal compliance questions with sound judgement to move deals forward and resolve complex cases
  • Triage issues by urgency risk and self-service potential then drive root cause fixes through help content automation UX and feedback loops
  • Build AI-first workflows knowledge systems and instrumentation to help a small team scale support volume efficiently
  • Set standards for excellent customer communication and become the internal voice of the customer