Head of Customer Experience
AIApply is hiring a Head of Customer Experience to join our team, fully remote across the United States.
AIApply builds AI tools that help millions of people find work faster: automated job applications, resume optimisation, interview preparation and job matching. We are a small, senior team shipping quickly to a very large audience, and this role has direct impact on whether people get hired.
About the role
You will lead support and customer experience across a very high-volume consumer product, building the team, tooling and automation that keeps quality high as volume grows.
What you will do
Lead and grow the support and CX team. Design staffing models for high-volume support. Deploy AI-assisted support automation responsibly. Own CSAT, response time and resolution metrics. Build the voice of customer programme. Partner with product on top drivers of contact.
What we are looking for
6+ years in customer experience, including team leadership. Experience with high-volume consumer support. Strong operational and analytical skills. Track record deploying support automation. Empathetic leader who sets a high bar.
Compensation and benefits
The salary range for this role is $160,000 - $210,000 + equity. Final offers depend on experience and location within the United States. All employees receive equity, comprehensive health cover, a 401(k) match, generous paid time off, a learning budget and a home office stipend.
How we hire
Our process is deliberately short: a 30-minute intro call, a practical exercise or portfolio conversation relevant to the role, a team interview and a final conversation with a founder. We give a decision within a week of the final stage, and we give feedback either way.
Working at AIApply
We are remote-first with core collaboration hours across US time zones. We write things down, keep meetings rare and trust people to own outcomes. If you want to work on AI that changes something real for people rather than a demo, this is a good place to do it.
Responsibilities
Lead and grow the support and CX team.
Design staffing models for high-volume support.
Deploy AI-assisted support automation responsibly.
Own CSAT, response time and resolution metrics.
Build the voice of customer programme.
Partner with product on top drivers of contact.
Qualifications
6+ years in customer experience, including team leadership. Experience with high-volume consumer support. Strong operational and analytical skills. Track record deploying support automation. Empathetic leader who sets a high bar.
Required
Must be authorised to work in the United States without visa sponsorship. Remote within US time zones.
Skills
Customer experience
Support leadership
Team management
Support automation
CSAT
Workforce planning
Process design
Zendesk
Voice of customer
Benefits
Fully remote-friendly within the US
Competitive salary and meaningful equity
Medical, dental and vision covered
401(k) with company match
Unlimited PTO with a 3-week minimum
$2,000 annual learning budget
Home office and hardware stipend