We're looking for a Head of Customer Experience & AI Operations to build the future of customer support at Grid.
Your mission is to leverage AI, automation, data, and operational excellence to create a customer experience that feels fast, personal, and magical—while allowing a lean team to support millions of users. You'll design AI-powered workflows, build customer-facing agents, identify opportunities for automation, and partner closely with product and engineering teams to eliminate customer pain points at their source.
You'll also lead a team of customer support specialists who handle issues that still require human judgment and empathy.
What you'll do
- Design and deploy AI-powered support workflows across chat, email, and self-service channels
- Evaluate and implement new AI tools, agents, copilots, and automation platforms
- Continuously increase automation rates while maintaining customer satisfaction Own Customer Experience Metrics
- Drive improvements across CSAT, response times, resolution times, automation rates, and customer retention
- Build dashboards and reporting to identify opportunities for improvement Lead Escalations and Operations
- Manage a team of customer experience specialists handling complex customer issues
- Establish escalation processes and quality standards
- Ensure customers receive fast, empathetic, and accurate support Be the Voice of the Customer
- Identify recurring pain points and partner with Product and Engineering to fix root causes
- Translate customer feedback into actionable product improvements
- Build systems that proactively detect customer issues before they become support tickets Build Internal Tools
- Use AI and no-code/low-code tools to improve team productivity
- Create workflows, automations, dashboards, and operational tooling
What we're looking for:
- 3+ years management experience in customer support, operations, trust & safety, or customer experience teams
- Track record of improving customer satisfaction while scaling operations AI and Systems Mindset
- Deep curiosity about AI and automation
- Experience implementing AI tools, chatbots, workflow automation, or operational systems
- Ability to identify repetitive work and automate it Analytical Thinking
- Comfortable working with data and metrics
- Experience using SQL, spreadsheets, BI tools, or similar analytical platforms
- Ability to diagnose operational bottlenecks and measure improvements Builder Mentality
- Self-starter who thrives in ambiguity
- Excited to build systems from scratch
- High ownership and bias toward action Customer Obsession
- Strong empathy for customers
- Excellent written communication skills
- Ability to balance automation with human judgment
Most companies are asking how AI can help their support teams. At Grid, we're asking a bigger question:
What would customer support look like if you built it from scratch in the AI era?
You'll have the opportunity to answer that question for more than a million users and help define how customer experience operates at Grid for years to come.
Skills Required
- 3+ years management experience in customer support or operations
- Experience implementing AI tools and automation
- Ability to work with data and metrics using SQL or BI tools
What We Do
We're building Grid to help hard-working Americans. We're starting by giving back the money you overpay in taxes today, not next year. Use that extra cash to save for a home upgrade, make the holidays a little brighter, or just give yourself a treat. Grid has already helped thousands of people get a little closer to their dreams. And we're just getting started.
