Customer Experience Lead

About Us We're building Ace - a new AI browser designed to make everyday browsing radically simpler, faster, and more useful. As our user base continues to grow, customer experience becomes a core part of the product. Our vision is to build an AI-first customer experience where intelligent agents resolve most customer needs automatically, humans step in only when they add real value, and every interaction helps users succeed while making the product smarter. We're looking for a Customer Experience Lead to build this function from the ground up. You'll design the AI systems behind customer support, own the operation end-to-end, and work closely with Product, Engineering, and Marketing to turn customer conversations into product improvements, stronger retention, and new growth opportunities. This is a builder role with enormous ownership. You'll define what customer experience looks like for an AI-native product from day one, combining AI, operations, product thinking, and leadership into a single function. What You'll Do • Build AI support systems. Design and continuously improve AI agents and workflows that resolve the majority of customer requests — from onboarding and billing to product questions and edge cases. • Own customer operations. Run support end to end, including tooling, workflows, quality, SLAs, and the metrics that matter. Continuously improve efficiency, customer satisfaction, retention, and revenue. • Be the voice of the customer. Turn recurring conversations into product improvements, better self-service, and clearer messaging that eliminate issues at the source.

Requirements: • AI builder. You already use AI to build production workflows and automations — not just generate content. You're comfortable configuring platforms like Intercom, connecting systems, and working closely with engineers to deliver scalable solutions. • Customer operations leader. You've owned or run customer support or customer experience for a B2C product at scale. You know how to build high-performing operations and understand the metrics that matter. • Systems thinker. You naturally spot patterns in customer problems and opportunities, identify the root cause, and build scalable systems that solve them once and for all. • Strong communicator. You write clearly, think from the customer's perspective, and know how to make complex things feel simple. • High ownership. You thrive in fast-moving, ambiguous environments, enjoy building from scratch, and are comfortable owning outcomes end to end.