Customer Experience Strategist

As a Customer Experience Strategist, you’ll be the face of Switchboard to campaigns large and small across the country. You will report to our Head of Customer and Growth and work together to rapidly onboard new customers, provide product demos, and answer customer questions. 

You will become an expert in Switchboard’s suite of products and integrations (including texting, email, analytics, webforms, shortlinks, and more). You will have the opportunity to grow and maintain direct relationships with customers, serving as a strategic and technical partner as they run their digital programs; learning about their day-to-day workflows and the issues they face. This deep product context helps us fix the root causes of issues, identify inefficiencies, and provide unparalleled customer support. The feedback you receive from customers will shape feature prioritization, new product development, and internal process improvements. Switchboard prides itself on being an exceptional and trustworthy partner to our customers, which means this role requires regular evening and weekend on call shifts. 

What We Are Looking For

As a member of our small team, we are looking for someone who wants to take on significant ownership and play a large role in the growth and future success of Switchboard. While we’ve been around for several cycles now, we are a scrappy tech start-up. No one is too big or small for any task at Switchboard, and we feel strongly that every employee can play a role in strengthening how we as a company work and interface with customers and other partners. We’re looking for someone who wants to challenge themselves on a daily basis and grow with Switchboard for years to come. 

You’re a good fit for this role if you are comfortable working in a very collaborative working environment, able to give and receive feedback regularly. You’ve been known for your ruthless attention to detail – no balls are getting dropped on your watch! You are proactive and take initiative – in past roles, you’ve improved processes and identified areas where product and systems can be enhanced. You’re flexible and able to thrive in a high-pressure environment, especially when dealing with challenging customers or tight deadlines. 

We are looking for two distinct candidate profiles:

Technical Expertise:

• Has technical or data experience (e.g. SQL proficiency, familiarity with APIs, data visualization software like tableau, hex, etc)
• Has customer-facing experience triaging complex data problems
• Can translate technical concepts to non-technical audiences
• Has worked as a technical support specialist or solutions architect  

Digital Strategy Expertise:

• Has experience using a texting platform (if it’s Switchboard, even better!)
• Has managed digital programs
• Has years of experience working in the political space

This role will start as soon as possible. We are looking for candidates who are enthusiastic to work in person in our DC office and are not considering remote candidates for this role at this time. 

Responsibilities Include:

• Leading product demos and training webinars with current and prospective customers about Switchboard’s products. 
• Onboarding new customers and serving as the day-to-day point of contact when they have questions or concerns (including rotating evening and weekend on call shifts).
• Developing content to scale our support capabilities (recording video demos, writing blog posts, etc.).
• Developing expertise about texting and email deliverability in order to proactively advise our customers on best practices. Maintaining up-to-date knowledge of industry and carrier compliance policies.
• Supporting account management, including billing and invoicing.
• Gathering and summarizing customer feedback; collaborating with the Product, Design, and Engineering teams to prioritize feature requests and discuss tradeoffs. 
• Contributing to a positive team culture that prioritizes trust and empathy.
• Serving as part of the Customer Experience team’s on-call rotations which requires after-hours availability on weeknights and weekends (~2 days a week) in order to be responsive to customer questions and internal alerts

Ideal Candidates:

• Have used Switchboard before
• Bring experience working or volunteering for a campaign, political organization, or digital firm; have used other platforms and tools in the space (e.g., NGPVAN products, other texting tools, dialers, ActBlue, etc.). 
• Excellent written and verbal communication skills – able to communicate with technical and non-technical audiences.
• Bring a problem-solving mindset, capable of troubleshooting issues efficiently while managing customer expectations.
• Eager to deeply understand a technical product and platform.
• Comfortable taking on projects in new areas for them, learning quickly to develop the expertise and execute on those projects.
• General passion for the space, willing to go above and beyond to ensure the success of our customers
• Flexibility with ad hoc projects and willingness to both build new and adapt existing internal processes

Compensation

• $140k-$150k annual salary 
• Switchboard covers 100% of health, dental, and vision coverage for employees and 80% for dependents
• Employer-provided long-term disability and life insurance
• 21 days of paid time off plus federal holidays
• Unlimited sick leave
• 16 weeks paid parental leave for parents of any gender, including adoptive parents
• 401(K) match with immediate vesting

Diversity

We believe the best products and companies are built by diverse teams where everyone’s perspectives are heard and respected. We strongly encourage people of color, LGBTQ+, women, and members of other underrepresented groups to apply. Even if you’re not sure if the role is a good fit, please apply! We are committed to providing reasonable accommodations to individuals with disabilities in the hiring process and on the job.

Candidates must be authorized to work in the US. We're unable to sponsor work visas at this time.