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.

Customer Experience & AI Operations Lead | Seattle