Teams at Marloo

Own the customer support inbox, resolve queries ranging from simple questions to complex integrations, and maintain inbox zero. Communicate warmly across written and phone channels, handle difficult conversations, escalate critical issues, and share actionable customer feedback with product and go-to-market teams. The role also involves improving support tools, macros, help content, and triage processes while collaborating with global CX counterparts in a fast-paced, in-person startup environment.

Own the global customer experience function, standardizing support across markets, leading and coaching a distributed CX team, building triage systems, scoping internal tooling, reducing ticket volume, and representing customer feedback to product and engineering. The role also manages performance metrics, hiring, cross-functional resource requests, and direct customer support during busy periods.

Own the global customer experience function across four markets. Lead, coach, and hire the CX team; establish consistent inbox, triage, escalation, and service standards; reduce contact volume by addressing root causes; scope internal tooling with engineering; analyze customer metrics; and communicate customer insights to product, engineering, and go-to-market teams.