Customer Experience Lead

New

Skills

AI Solutions Development Customer Experience Management Effective Communication Fintech Knowledge Legal Compliance Operations Management Process Improvement Root Cause Analysis Support Ticket Management Triage and Routing Skills

As the Founding Customer Experience Lead, you will own the end-to-end customer experience across the entire deal lifecycle. You will serve as the primary contact for inbound support and legal/compliance inquiries, ensuring that urgent and risky items are triaged and routed to the appropriate teams. Your role will also involve reducing support tickets by addressing root causes and implementing fixes through various channels. You'll build an AI-first toolkit and advocate for the internal voice of the customer, setting the tone for all customer interactions.

Key Responsibilities
  • Own end-to-end customer experience across the full deal lifecycle.
  • Serve as the primary contact for inbound support and legal/compliance questions.
  • Triage urgent and risky items; route to Product/Ops/Compliance.
  • Reduce tickets by implementing root-cause fixes.
  • Build AI-first toolkit and experiment with AI workflows and automation.
  • Advocate for the internal voice of the customer until issues are resolved.
  • Set tone and standards for customer interactions at Odin.
Required Skills & Qualifications
  • 5+ years in customer-facing operations, with fintech/VC ops experience being a plus.
  • Ability to remain calm and clear under pressure.
  • Experience in fixing root causes for repetitive tasks.
  • Tool-first and AI-fluent, with experience building AI solutions.
  • Strong communication skills with an emphasis on tone.
  • Ownership-driven, low-ego team player.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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