About the Role:You'll own the entire customer experience at Whop. Lead a 43-person team handling 5,000+ tickets/day from end users and business owners. Own every channel customers touch: Intercom, social, review platforms, app stores. Work with Product, Engineering, and Trust & Safety to eliminate problems at the root, not just respond to them. This role reports to the Head of Growth.
Vision:Every person who interacts with Whop should feel like they're the most important customer we have. We want the fastest response times in the industry. We want the highest CSAT scores anyone has ever seen on a platform at our scale. We want every single review surface to be a 5-star experience. When a customer has a problem, we don't just fix it, we make them glad it happened because of how well we treated them. The bar is not "good support." The bar is that people screenshot their Whop support interactions and post them on Twitter because they can't believe how good it was.
Role Scope:- Own all external reputation surfaces: BBB, Trustpilot, G2, App Store, Google, Twitter/X, Reddit. All world class.
- Drive CSAT and CX scores to best-in-class. We measure % of conversations rated 4 or 5 out of 5. Make that number embarrassingly high.
- Lead our AI-first support strategy. Train the AI, build workflows in Intercom/FinAI, and invest into native AI chat to replace third-party tools over time.
- Partner with Product and Trust & Safety to deep-fix root causes driving ticket volume. Ticket categories should shrink over time.
- Run a $20K/month surprise & delight program. Pizza for upset customers, gifting experiences, turning detractors into superfans.
- Manage a 24/7 globally distributed support operation.
- Keep all macros, docs, and knowledge bases current as we ship new products constantly.
- Own Voice of the Customer reporting to leadership and product teams.
- Scale support quality through AI and automation without linearly scaling headcount.
What we're looking for:- Cracked
- 3+ years leading customer support or CX teams at scale
- Experience in payments, marketplaces, or fintech is a strong plus
- You've managed large, distributed teams across time zones
- Deep fluency with Intercom, FinAI, or similar AI-powered support tools
- Obsessed with metrics: CSAT, first response time, first contact resolution, ticket deflection
- You build systems that prevent fires, not just respond to them
- Low-ego, non-performative, outcomes-driven
- Want to take over the world and won't settle for anything less than being the best
- Scrappy and experiment-driven - no task too small, no idea too big
Your first 30 days:- Take over the full 43-person support team across all shifts
- Audit every public reputation surface and build a remediation plan with clear targets
- Baseline all key metrics: CSAT (currently 58%), median first response time (:30), first contact resolution (65%), ticket volume by category
- Identify top 10 ticket categories and partner with Product and T&S on root cause fixes
- Audit AI workflows in Intercom/FinAI/Decagon and find quick wins
Your first 60 days:- BBB trending toward A rating. Trustpilot complaints all responded to and score trending toward 4.0+
- CSAT on trajectory toward 70%+. First contact resolution trending toward 75%+
- Surprise & delight program launched with defined playbooks
- Major AI workflow improvements shipped. Native AI chat investment underway to replace Decagon/Intercom
- All macros and support docs audited, updated, and tied to a process that stays current with every launch
Your first 90 days:- Every public surface actively managed and trending world class. Negative mentions addressed within hours.
- Measurable reduction in ticket categories from root cause fixes
- AI deflection rate materially higher. Native AI chat roadmap in motion.
- Team operating like a machine: clear SLAs, daily metric reviews, consistent quality across all shifts
- Delivering Voice of the Customer reports that drive real product decisions
- Operational foundation built to scale quality without scaling the team
Compensation, Benefits, and Perks- Target base salary of $200,000 to $250,000 + a competitive equity package
- Unlimited PTO, with full health, vision, dental coverage
- Brand new office space in Brooklyn, New York at the Domino Sugar Refinery
- $12,000 annual UberEats credits for lunch & dinner Monday thru Friday
- $9,000 annual rent subsidy if you live within 4 blocks of our 300 Kent office
- Free Gym membership to the Equinox in our building
- Free Annual Citi Bike Membership
