Customer Experience & AI Operations Lead | Seattle

Grid•Seattle, WA

7d•$80,000 - $130,000•Onsite

About The Position

Grid's mission is to level the financial playing field by building financial products that help users better manage their financial future. The Grid app allows users to access cash, build credit, spend money, optimize their taxes, and more. Grid is a fast-growing team passionate about making a difference in users' lives. This role is focused on building the future of customer support at Grid by leveraging AI, automation, data, and operational excellence to create a customer experience that is fast, personal, and magical. The goal is to support millions of users with a lean team by designing AI-powered workflows, building customer-facing agents, identifying automation opportunities, and collaborating with product and engineering teams to address customer pain points at their source. The role also involves leading a team of customer support specialists for issues requiring human judgment and empathy.

Requirements

3+ years management experience in customer support, operations, trust & safety, or customer experience teams.
Track record of improving customer satisfaction while scaling operations.
Deep curiosity about AI and automation.
Experience implementing AI tools, chatbots, workflow automation, or operational systems.
Ability to identify repetitive work and automate it.
Comfortable working with data and metrics.
Experience using SQL, spreadsheets, BI tools, or similar analytical platforms.
Ability to diagnose operational bottlenecks and measure improvements.
Self-starter who thrives in ambiguity.
Excited to build systems from scratch.
High ownership and bias toward action.
Strong empathy for customers.
Excellent written communication skills.
Ability to balance automation with human judgment.

Responsibilities

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.
Drive improvements across CSAT, response times, resolution times, automation rates, and customer retention.
Build dashboards and reporting to identify opportunities for improvement.
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.
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.
Use AI and no-code/low-code tools to improve team productivity.
Create workflows, automations, dashboards, and operational tooling.