Required Head of Customer experience – Base44
Job Description
At Base, we dont do "traditional" support. Weve built a strategic, business-focused Customer Experience organization that goes far beyond managing SLAs and resolution times.
As our Head of Customer Experience, you will lead a unique, cross-functional global team of L1/L2 Support, Team Leads, Business Analysts, and Content Writers. This is an entrepreneurial, high-impact leadership role. You wont just execute a roadmap given to you, you will define it.
If you are a leader who thrives under pressure, breathes data, understands B2C dynamics, and loves the challenge of driving operations in a dynamic startup environment, this is the place for you.As our Head of Customer Experience you will:
Lead, mentor, and shape a global, cross-cultural team. You will be the driving force behind their growth, creating training materials, establishing team rituals, and fostering a high-performance culture.
Constantly analyze key business metrics (workloads, backlog, staffing formulas) to ensure systemic stability, predict traffic spikes, and manage critical incidents flawlessly.
Actively scout, experiment with, and integrate cutting-edge AI tools into daily workflows to drive next-level automation and efficiency
Work seamlessly with cross functional teams to improve policies and process
Build relationships across the company organically. Work independently and autonomously, driving impact without formal authority or constant supervision.
Job Description
At Base, we dont do "traditional" support. Weve built a strategic, business-focused Customer Experience organization that goes far beyond managing SLAs and resolution times.
As our Head of Customer Experience, you will lead a unique, cross-functional global team of L1/L2 Support, Team Leads, Business Analysts, and Content Writers. This is an entrepreneurial, high-impact leadership role. You wont just execute a roadmap given to you, you will define it.
If you are a leader who thrives under pressure, breathes data, understands B2C dynamics, and loves the challenge of driving operations in a dynamic startup environment, this is the place for you.As our Head of Customer Experience you will:
Lead, mentor, and shape a global, cross-cultural team. You will be the driving force behind their growth, creating training materials, establishing team rituals, and fostering a high-performance culture.
Constantly analyze key business metrics (workloads, backlog, staffing formulas) to ensure systemic stability, predict traffic spikes, and manage critical incidents flawlessly.
Actively scout, experiment with, and integrate cutting-edge AI tools into daily workflows to drive next-level automation and efficiency
Work seamlessly with cross functional teams to improve policies and process
Build relationships across the company organically. Work independently and autonomously, driving impact without formal authority or constant supervision.
Requirements:
5+ years of leadership experience with a proven track record managing managers and leading diverse, cross-functional global teams in high-scale environments.
Deep expertise in B2C ecosystems, fostering scalable community engagement, and representing brand reputation across digital channels.
You speak the language of numbers and data. You naturally use business metrics (like MRR) to make scaling decisions, optimize workloads, and prove impact.
While you dont need to be a developer but you need to be comfortable leading deeply technical team members and managers.
Highly independent, proactive, creative, and comfortable with ambiguity.
5+ years of leadership experience with a proven track record managing managers and leading diverse, cross-functional global teams in high-scale environments.
Deep expertise in B2C ecosystems, fostering scalable community engagement, and representing brand reputation across digital channels.
You speak the language of numbers and data. You naturally use business metrics (like MRR) to make scaling decisions, optimize workloads, and prove impact.
While you dont need to be a developer but you need to be comfortable leading deeply technical team members and managers.
Highly independent, proactive, creative, and comfortable with ambiguity.
This position is open to all candidates.
