Head of Customer Experience



Job Type






Skill Set


Customer Support

Job Details

About the role is hiring a Head of Customer Experience that thrives in the unexpected and delights of stress or pressure, where decision-making, coaching, communicating, and organizing are crucial elements to have as a leader with ownership over the Firstbase customer founder’s experience. As a player-coach, the Head of Customer Experience will regularly collaborate with marketing, partnerships, and product to ensure the customer is always our North Star.


Firstbase is building an all-in-one Company OS to help define how founders across the globe launch, manage and grow their businesses.

More than ten thousand founders from over a hundred countries have used our incorporation product, Firstbase Start, to launch their startup. For many founders, "" has become what they type into their address bars when they think about incorporating a business.

We are backed by Y Combinator & our team, investors, and advisors include people from Apple, Gusto, Carta, Wise, Plaid, and many other great companies.

Why you should join

Firstbase is much more than just incorporation. Our team is dedicated to building products & solving some of the startups’ hardest problems, with a particular focus in:

  • Democratizing access to financial infrastructure
  • Automating tasks every founder faces when running a business
  • Making tools and resources more accessible to everyone, everywhere
  • Building integrated solutions for founders and removing friction
  • Delivering opportunities to traditionally overlooked founders and companies
  • Democratizing access to knowledge

Join us on a mission to help more companies succeed!

Who are we looking for?

We are looking for risk-takers with diverse experience able to provide fearless feedback.

You will have the following duties

  • Develop and execute customer experience strategies that drive successful onboarding, adoption, retention, value creation and satisfaction of our customers
  • Develop, implement, and own operational processes and best practices to ensure high levels of customer satisfaction
  • Collaborate with the product team to influence the product roadmap based on customer feedback and market trends
  • Lead a team of business operations coordinators and ensure they are aligned with customer success goals and objectives
  • Measure and analyze customer experience metrics to identify opportunities for improvement using tools such as Looker or Metabase

You should meet the following requirements

  • Minimum of 5 years of experience in customer experience management or a related field.
  • Experience managing a remote team and strong remote leadership skills.
  • Strong analytical skills and experience working with CX platforms and analytics.
  • Proven track record of managing large volumes of customer service tickets.
  • Excellent communication and interpersonal skills. Empathy and patience are a must.
  • Strong problem-solving skills and ability to identify opportunities for process improvement.
  • Experience working in a fast-paced, dynamic environment.

Some perks you might enjoy

  • Competitive salary and equity: We lean on some of the best market data to ensure that we offer the most competitive compensation.
  • Hybrid work environment: We work both remotely & from our offices in New York City in São Paulo – optimizing for collaboration while providing flexibility to team members.
  • 21 days of PTO + birthday off: We offer flexibility to allow people to relax and recharge whenever they need it.
  • Build your ideal work setup: We understand that how you work is extremely important, so we provide a stipend to set yourself up for success here at Firstbase.
  • Health benefits: Firstbase offers health insurance reimbursements to both US and international employees.
  • Learning and development: We provide a stipend together with resources to help people grow and develop in their careers.
  • Amazing annual bonus: Every team at Firstbase has a bonus structure that usually accounts for 10% of OTE.

If you think you're unqualified or don't meet all the requirements for this role, we encourage you to still apply. We celebrate diverse candidates, adjacent experiences, and simply put, good people who want to build great things. If that's you, then we'd love to meet.