The roleWe're looking for a Head of Customer Experience & AI Operations to build the future of customer support at Grid.
Your mission is to leverage AI, automation, data, and operational excellence to create a customer experience that feels fast, personal, and magical-while allowing a lean team to support millions of users. You'll design AI-powered workflows, build customer-facing agents, identify opportunities for automation, and partner closely with product and engineering teams to eliminate customer pain points at their source.
You'll also lead a team of customer support specialists who handle issues that still require human judgment and empathy.
The teamWe're focused on serving our users and building a robust product above all else. To this end, Grid's team members experience high levels of autonomy and ownership, and as a company we value curiosity, learning and growth.
What you'll doBuild the AI Support Organization- Design and deploy AI-powered support workflows across chat, email, and self-service channels
- Evaluate and implement new AI tools, agents, copilots, and automation platforms
- Continuously increase automation rates while maintaining customer satisfaction
Own Customer Experience Metrics- Drive improvements across CSAT, response times, resolution times, automation rates, and customer retention
- Build dashboards and reporting to identify opportunities for improvement
Lead Escalations and Operations- Manage a team of customer experience specialists handling complex customer issues
- Establish escalation processes and quality standards
- Ensure customers receive fast, empathetic, and accurate support
Be the Voice of the Customer- Identify recurring pain points and partner with Product and Engineering to fix root causes
- Translate customer feedback into actionable product improvements
- Build systems that proactively detect customer issues before they become support tickets
Build Internal Tools- Use AI and no-code/low-code tools to improve team productivity
- Create workflows, automations, dashboards, and operational tooling
What we're looking for:Customer Experience Leadership- 3+ years management experience in customer support, operations, trust & safety, or customer experience teams
- Track record of improving customer satisfaction while scaling operations
AI and Systems Mindset- Deep curiosity about AI and automation
- Experience implementing AI tools, chatbots, workflow automation, or operational systems
- Ability to identify repetitive work and automate it
Analytical Thinking- Comfortable working with data and metrics
- Experience using SQL, spreadsheets, BI tools, or similar analytical platforms
- Ability to diagnose operational bottlenecks and measure improvements
Builder Mentality- Self-starter who thrives in ambiguity
- Excited to build systems from scratch
- High ownership and bias toward action
Customer Obsession- Strong empathy for customers
- Excellent written communication skills
- Ability to balance automation with human judgment
$80,000 - $130,000 a year
Competitive equity packageBenefits- Medical / Dental / Vision
- 401k
- Life insurance
Salary range- $80,000 - $130,000 per year
Why This Role Is DifferentMost companies are asking how AI can help their support teams. At Grid, we're asking a bigger question:
What would customer support look like if you built it from scratch in the AI era?You'll have the opportunity to answer that question for more than a million users and help define how customer experience operates at Grid for years to come.
