Customer Experience Lead

Which Objectives is this role tied to:

We drive alignment and focus via our Vision, Mission, Strategy and OKRs. Learn more.

• Deeply understand our users

• Scale the feedback 1:1 ratio with user growth

• Understand all user feedback

• Gain deep expertise on the CX team

About the Role:

Storytell is hiring for our very first customer-facing leadership role. The candidate should be extremely capable, willing to get their hands dirty, excited about joining an early-stage company, and thrives off of the pressures and challenges of working in an unstructured environment.

At Storytell, user experience is everyone's priority. As such, your role will be to understand each and every user at a level of depth where you can unify and amplify their feedback, experience, and desired outcomes and share it back to every level of the org. Business and revenue growth is driven by delivering recurring user value and we look for our ideal candidate to drive that continuum here at Storytell.

Job responsibilities:

This is the scope of work the job entails — although we are all Crew, so we help each other succeed outside of these core responsibilities

• Establishing and operating an exceptional support experience to drive issue resolutions at warp speed.

• Establishing a strong feedback loop between Customer Experience, Product, Engineering, and C-Level by aligning on key objectives and putting users at the forefront of Storytell's strategy.

• Building out systems, tooling, and processes for Customer Experience, and potentially hiring and grooming a remotely distributed team of passionate, user-centric superstars.

This Role Reports to: Erika Anderson, Chief Customer Officer

Requirements for this role:

These are the minimum requirements we are looking for in this role

• 3+ years in a customer-facing role in a startup environment

• Strong verbal and written communication skills that resonate with C-level executives as well as technical counterparts

• Strong analytical skills and a thirst to use those skills to understand user experience and behavior

• Experience building organizations from the ground up, with proven abilities to retain top talent, grow distributed teams and unify cross-functional departments towards one purpose.

• Disposition: curious, incredibly driven, a desire to connect with others and an ability to do so

• Superb listening skills to deeply understand our users and everyone within the org

• Scrappy; you know how to hustle when the time comes down to it (aka always)

• Can hack together solutions when the problem isn’t well-defined

• Understands how to unblock yourself

The ideal candidate also has:

The ideal candidate will also have these skills in addition to the minimums above

• Strong understanding of the AI/ML space to understand how the technology can drive positive value for users and their businesses

• Developed business acumen

• Deeply intimate with all the inner workings of CX

What does "Great" look like for this role?

This is how you'll know you're performing this job at a level of excellence

• Continually improving our systems and processes of your own accord

• Distilling signal from noise from our users

• Hit the ground running and show us what’s possible