Job Description
About us
Today’s financial system is built to favor those with money. Grid’s mission is to level that playing field by building financial products that help users better manage their financial future. The Grid app lets users access cash, build credit, spend money, optimize their taxes, and lots, lots more.
Grid is a fast-growing team that’s deeply passionate about making a difference in the lives of millions. We’re solving huge problems and believe that every team member has a big role to play. Come join our growing team in our Seattle office!
The role
We'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 team
We'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 do
Build 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
Why This Role Is Different
Most 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.
