Customer Experience Strategist (Resume Drop - Interviewing Begins Nov/Dec 2026)

Switchboard • Washington, DC

7d • Onsite

About The Position

The Customer Experience Strategist is the customer-facing expert on Switchboard’s products and integrations, including texting, email, analytics, webforms, and shortlinks. The role builds and maintains direct customer relationships and serves as a strategic and technical partner to customers as they run digital programs. Customer feedback and expertise from the role help shape feature prioritization, product development, and internal process improvements.

The Strategist works closely with Product, Engineering, Data Science, and Design in a small, fast-paced startup environment. The position includes customer onboarding, account configuration, support-ticket and deliverability-alert triage, testing new features, documenting customer guidance, and improving internal processes, including through AI and automation. Regular evening and weekend on-call shifts are required. The role is based in Switchboard’s DC office; remote candidates are not being considered.

The hiring timeline listed is resume drop through mid-November, interview outreach from mid-to-late November, interviews in December, and hiring/start in early 2027. Candidates must be authorized to work in the United States; visa sponsorship is not available.

Requirements

• Customer- or client-facing experience.
• Experience managing digital programs, including experience using a texting platform.
• Comfort working in person at the DC office; remote candidates are not being considered.
• Ability to work in a highly collaborative, fast-paced startup environment and give and receive feedback regularly.
• Curiosity and willingness to build or improve processes, learn quantitative and qualitative skills, and take on significant ownership.
• Authorization to work in the United States; the company is unable to sponsor work visas.

Nice To Haves

• Experience using Switchboard’s texting platform.
• Experience working on campaigns or at a digital consulting firm.
• Experience in digital fundraising.
• Experience streamlining processes using AI tools, automation platforms, or data visualization software; a personal project may demonstrate this experience.

Responsibilities

• Build and maintain direct relationships with customers, serving as a strategic and technical partner for their digital programs.
• Develop expertise in Switchboard products and integrations, including texting, email, analytics, webforms, and shortlinks.
• Onboard customers and configure accounts for products such as email; provide relevant help documentation.
• Manage customer support tickets and investigate, triage, and resolve customer issues, collaborating with the on-call engineer when needed.
• Monitor and respond to texting deliverability alerts, including testing for broader issues and checking vendor status pages.
• Participate in regular customer check-ins and share customer updates and product-use insights with the company.
• Work with Product and engineering teams to test features, identify customer needs and likely points of confusion, and develop FAQs or help documentation.
• Log customer feature requests and discuss prioritization with Product Managers.
• Improve internal processes and documentation, including creating AI-assisted tools, shared workflows, and runbook entries.
• Handle short-code onboarding and 10DLC registrations, coordinating with downstream vendors as needed.
• Provide regular evening and weekend on-call coverage.

Benefits

• Company covers 100% of employee health, dental, and vision coverage and 80% of dependent coverage.
• Employer-provided long-term disability and life insurance.
• 21 days of paid time off plus federal holidays.
• Unlimited sick leave.
• 16 weeks of paid parental leave for parents of any gender, including adoptive parents.
• 401(k) match with immediate vesting.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed