Customer Experience Strategy & Operations Lead

📋 Description

• Own the execution of the customer support strategy at-scale for Notion users.
• Identify frameworks to streamline CX ops: capacity planning, segmentation, and CX engagements.
• Refine and track KPIs (CSAT, FRT, churn, usage) to measure initiatives.
• Build forecasting and analytics to detect trends in demand, capacity, churn, and tickets.
• Lead CX tech stack enhancements (Zendesk, Gainsight, Decagon).
• Automate and scale the customer journey, touch-points, triggers, and playbooks.

🎯 Requirements

• 8+ years of experience in customer support and success strategy and operations.
• 3+ years of people leadership experience.
• Passion for improving the Customer Experience and Customer Value.
• Strong project management skills in fast-paced, high-growth environments.
• Excellent communication and interpersonal skills; ability to work cross-functionally across levels.
• Strong analytical skills with data-driven decision making.

🎁 Benefits

• Competitive cash compensation, equity, and benefits.
• Opportunity to influence AI-driven CX and RevOps initiatives.