Head of Customer Experience

Los Angeles /
Operations /
Full Time
About Alice

Alice is a venture-backed startup, offering a better solution to personal finance powered by crypto. Decentralized Finance holds immense promise as a foundation for a more robust, sound, and transparent economy. The team is building on top of DeFi to deliver an experience leaps ahead of traditional banks or FinTechs.

Alice is backed by leading investors such as Arrington XRP, Do Kwon, Accomplice Blockchain, Mechanism Capital and more.

Job Summary

We are looking for someone who is obsessed with improving customer support to build out the team, systems, and processes necessary to have a world-class customer support experience for our users.

You will be responsible for improving customer experience across all fronts, such as improving response times, gathering user feedback, and working with the product and engineering teams to incorporate user feedback to prioritize new features.

Qualifications

    • 4+ years of experience in a consumer customer success role (at a FinTech startup is a plus)
    • You have experience building out customer success teams along with the systems and processes
    • You are eager to be on the frontlines, responding directly to customer support queries, before scaling your team
    • You’re analytical and empathetic by nature
    • Excellent communication skills
    • Excited about consumer finance

Ideally you'd have

    • You have experience in payment technology, fintech, and/or crypto
    • Proficiency with SQL