Customer Experience Lead

Genspark•Palo Alto, CA

3d•Hybrid

About The Position

We’re seeking an AI-native Customer Experience Lead to join Genspark and define how we interact with our rapidly growing user base across online communities and support channels. This is a high-impact role at the intersection of customer insight and product innovation, where you’ll utilize, deploy, and push the limits of the latest AI solutions to manage communities (Reddit, Discord, etc.) and transform support interactions into structured product intelligence. You’ll be hands on with our users, helping solve their issues and serve as the strategic bridge between our users and product development, using cutting-edge AI tools to turn thousands of conversations into clear action items that help drive our roadmap. This isn’t traditional support management—you’ll be architecting the future of AI-powered customer experience while being extremely adaptive and AI-native in your approach.

Requirements

3+ years of customer experience, community management, or user-facing roles at tech companies with demonstrated impact at product-led growth companies or AI/tech startups
AI tool fluency: Daily expertise with modern AI tools (ChatGPT, Claude, Cursor, Perplexity) and proven ability to build automated workflows that multiply personal effectiveness
Platform mastery: Deep experience managing online communities on Discord, Reddit, or similar platforms with understanding of community dynamics and moderation
Demonstrable impact: Clear evidence of successful community programs or customer experience initiatives that drove measurable business results
Customer-first mindset: Obsessed with understanding and solving real customer problems, with ability to distinguish between feature requests and underlying needs
AI-native thinking: You default to “How can I use AI to do this 10x better?” and naturally integrate new tools into your workflows
Exceptional communication: World-class written communication skills with ability to adapt tone across professional support, technical documentation, and casual community interaction
Systems thinking: Strong instincts for building scalable processes and automations rather than one-off solutions, with bias toward efficiency and workflow optimization
Analytical rigor: Ability to synthesize complex, often conflicting feedback into clear priorities backed by data, patterns, and strategic thinking

Responsibilities

Support our customers across online platforms and manage complicated escalations
Write world-class copy: Craft exceptional communication ranging from empathetic support responses to technical documentation, feature announcements, and community guidelines
Own community platforms from support side: Foster vibrant, high-signal environments across Reddit, Discord, and social channels where users feel supported and heard
Own the voice of the customer: Work closely with our community across Discord, Reddit, and support channels to gather, analyze, and synthesize feedback from users and enterprise clients
Drive prioritization: Filter, sort, and rank customer insights using AI-powered analysis to identify the highest-impact opportunities that will shape our product roadmap
Leverage cutting-edge AI tools and emerging AI technologies daily to build automated workflows, create intelligent triage systems, and multiply your effectiveness
“Vibe code” solutions: Build custom automations, analysis scripts, and AI-assisted processes that help us scale community engagement and support without linear headcount growth
Push the limits: Stay at the forefront of AI tool development, constantly experimenting with new solutions to improve how we listen to and serve our users
Bridge community and product: Serve as the critical link between customer-facing interactions and technical teams, ensuring seamless communication and alignment
Structure feedback loops: Transform unstructured conversations into clear, categorized action items for product, engineering, and design teams