Head of Customer Experience

CurrentClient is a fast-growing early-stage SaaS startup building compliant communication software for financial and wealth advisors. We help advisors communicate with their clients while meeting regulatory requirements.

As we scale, we're looking for a Head of Customer Experience to join our team. You will start by learning about our product and taking over customer support, providing support directly to our customers through email, texts, phone calls, and video conferencing.

Over time you will be expected to identify ways in which support, customer success, and the product experience in general can be elevated, what processes should be put in place, and how AI can be used to help us support an ever growing number of customers and needs.

This is an ideal opportunity for a junior-to-mid-level professional with strong people skills, technical aptitude, and a growth mindset who thrives in ambiguity and wants to build something meaningful in a fast-moving startup. You'll report directly to the COO and play a key role in shaping how we delight our customers as the company grows.

• Serve as the primary point of contact for customer support via email, text, phone, and video calls, delivering friendly, patient, and solution-oriented help.
• Conduct customer onboarding calls and help users get maximum value from our platform.
• Become a true product expert and act as a product evangelist, providing insightful feedback to our product team based on real customer needs.
• Escalate complex technical issues to the engineering team while maintaining clear communication with customers.
• Create and maintain high-quality help center content, including articles, FAQs, and instructional videos.
• Contribute to light marketing efforts: develop email content, LinkedIn posts, YouTube videos, and host occasional webinars.
• Proactively listen to customers, empathize with their challenges, and deeply understand their day-to-day workflows in the financial advisory space.
• Identify opportunities to improve our support processes, channels, and overall customer experience.
• Leverage AI creatively to scale support, automating responses, building self-service tools, and finding innovative ways to handle inquiries efficiently.
• Collaborate with the sales team to share customer insights and ensure smooth handoffs.
• Help determine optimal support channels and work cross-functionally to enhance the end-to-end customer journey.
• Be available during core office hours to provide timely support, with occasional in-person meetings.

As the company grows, you'll take on increasing responsibility for process optimization, AI-driven automation, metrics tracking, and potentially leading a small customer experience team.

• Excellent written and verbal communication skills. Clear, empathetic, and professional.
• Technically savvy with strong troubleshooting skills and the ability to quickly learn new software and products.
• Innovative and creative mindset, especially when it comes to using AI tools to improve efficiency and customer support.
• Optimistic, friendly, patient, and genuinely good with people. Able to build rapport and maintain a positive atmosphere even with escalated issues.
• Quick learner who thrives in a dynamic, ambiguous startup environment and takes strong ownership of work.
• Comfortable working autonomously while collaborating effectively with a small, close-knit team.
• Passion for delivering outstanding customer experiences and a willingness to address issues with speed and urgency.

• 1+ years of experience in customer support, customer success, or implementation roles.
• Familiarity with the financial advisor or wealth management industry.
• Experience with tools like Intercom, help center platforms, webinar software, or basic analytics.
• Prior startup or entrepreneurial experience.

• Salary: $60,000 to $70,000 (depending on experience)
• Equity (stock options) in a fast-growing startup
• Health insurance reimbursement plan
• Generous, flexible PTO

This role is primarily remote with occasional in-person meetings for team alignment and collaboration. Candidates in Utah preferred, specifically Utah Valley, St. George, and Salt Lake Valley.