Sr. Customer Experience Representative

This is not a back-office support role. We are looking for someone who can become a trusted operator inside the company: someone who can handle high-volume customer conversations on both sides of the marketplace, make strong judgment calls, solve problems independently, and grow into more responsibility over time.

• 1m+ creator sign ups
• Paying out $5m+ / week to creators
• Growing 30% MoM
• Crossed $8m ARR with a team of 20

The Role

As a Customer Experience hire at SideShift, you will be one of the main points of contact for our customers and creators.

You will help creators and brands onboard, resolve issues, understand the product, navigate disputes, and get the most value out of SideShift. You will also work closely with the founding team, product team, and operations team to identify recurring problems and improve the systems behind the scenes.

You should be comfortable balancing hundreds of conversations in Intercom, moving quickly, and making decisions in situations where there may not be a perfect playbook yet.
What You'll Do

• Manage high-volume customer and creator conversations across Intercom, Slack, email, and calls.
• Help customers understand how to use SideShift and successfully run creator campaigns.
• Triage support issues related to onboarding, payments, creator disputes, campaign setup, bugs, and platform workflows.
• Make quick judgment calls in sensitive situations involving customer frustration, creator payouts, or disputes.
• Investigate issues independently before escalating to engineering or leadership.
• Identify patterns in customer problems and help improve internal documentation, workflows, and product feedback loops.
• Run onboarding calls and customer check-ins when needed.
• Communicate clearly and professionally with customers who may be stressed, confused, or frustrated.
• Work cross-functionally with product, engineering, operations, and leadership.
• Take ownership of problems until they are fully resolved.

What We're Looking For
Extremely Detail-Oriented and Organized

You will be managing a large volume of customer conversations and operational issues every week. Nothing can slip through the cracks.
Personable and Welcoming

You will often be the face of SideShift when customers are confused, stressed, or frustrated. You need to be warm, calm, professional, and easy to trust.
Fast Learner

The product changes constantly. The market changes constantly. Customer issues change constantly. You need to learn quickly and stay curious.
Strong Problem Solver

You should be able to chase down problems, investigate issues, and figure things out without needing constant direction from the team.
Resourceful and Self-Reliant

This role requires someone who takes initiative. You should be comfortable finding answers, testing solutions, and moving things forward independently.
Strong Judgment

You will deal with disputes, payments, bugs, and tense customer situations. You need good instincts and the ability to make decisions quickly, even when the answer is not obvious.
Comfortable Making Mistakes

We move fast. You need to be okay making decisions, learning from them, and improving. Waiting for perfect information is not how this role works.
Excited to Grow

This role should expand significantly over time. As SideShift scales, the right person will take on bigger customers, harder problems, and more ownership.

Ideal Background

We are open-minded on background. Strong candidates may come from:

• Customer success
• Customer support
• Startup operations
• Account management
• Creator economy / influencer marketing
• Agency operations
• Community management
• Hospitality or other high-touch service roles
• High-volume customer-facing environments

You do not need decades of experience. We care much more about intelligence, organization, communication, judgment, and ownership.

What Success Looks Like

Within the first few months, you will:

• Understand the SideShift product deeply.
• Handle customer conversations with confidence.
• Resolve issues independently without excessive escalation.
• Improve customer response times and resolution quality.
• Build trust with customers, creators, and the internal team.
• Identify repeat problems and help turn them into better systems.

Long term, this role can grow into broader customer success, operations, account management, or customer experience leadership.

Location: In-person 5 days per week, 111 Broadway, New York, NY

Compensation: $80,000 - $110,000 base salary + equity