Customer Experience Strategist (Resume Drop - Interviewing Begins Nov/Dec 2027)

Switchboard•Washington, DC

10d•$140,000 - $150,000•Onsite

About The Position

As a Customer Experience Strategist, you’ll be the face of Switchboard to campaigns large and small across the country. You will report to our Head of Customer and Growth. You will serve as an expert in Switchboard’s suite of products and integrations (including texting, email, analytics, webforms, shortlinks, and more). You will have the opportunity to grow and maintain direct relationships with customers, serving as a strategic and technical partner as they run their digital programs. This role requires regular evening and weekend on-call shifts. Internally, you will work closely with our Product, Engineering, Data Science, and Design teams. Your expertise and the feedback you receive from customers will shape feature prioritization, new product development, and internal process improvements. We are looking for someone who wants to take on significant ownership and play a large role in the growth and future success of Switchboard. While we’ve been around for several cycles now, we are still a scrappy tech startup. No task is too big or small for anyone at Switchboard. You’re a good fit for this role if you are comfortable working in a highly collaborative, fast-paced environment and are able to give and receive feedback regularly. We're looking for someone who is hungry to challenge themselves daily, curious enough to help us build new or improve existing processes (including with AI), and open to learning new quantitative and qualitative skills.

Requirements

Managed digital programs, including experience using a texting platform.
Customer or client-facing experience.
Worked on campaigns or for a digital consulting firm.
Experience streamlining processes with AI tools, automation platforms, and/or data visualization software (or personal projects demonstrating this).
Comfortable working in a highly collaborative, fast-paced environment.
Able to give and receive feedback regularly.
Hungry to challenge themselves daily.
Curious enough to help build new or improve existing processes.
Open to learning new quantitative and qualitative skills.
Candidates must be authorized to work in the US.
Unable to sponsor work visas at this time.

Nice To Haves

Experience with Switchboard platform.
Experience specifically in digital fundraising.
Personal projects demonstrating experience streamlining processes with AI tools, automation platforms, and/or data visualization software.

Responsibilities

Serve as an expert in Switchboard’s suite of products and integrations.
Grow and maintain direct relationships with customers.
Serve as a strategic and technical partner to customers.
Work closely with Product, Engineering, Data Science, and Design teams.
Shape feature prioritization, new product development, and internal process improvements based on customer feedback.
Run monthly check-ins with customers.
Post updates in Slack about new ways customers are using Switchboard’s API.
Configure customer accounts for email tools.
Share help docs with customers to explain email deliverability.
Attend meetings with internal pods to test new features.
Provide context on which customers will be eager to use new features and where they might get confused.
Write FAQ’s for help docs.
Log new feature requests for Product Managers.
Discuss feature priority ahead of key dates.
Improve internal processes, such as Short Code onboarding.
Build shared skills for the team to use.
Explain how to use new tools or processes in team meetings.
Write internal runbook entries.
Manage urgent registrations.
Work with downstream vendors to expedite processes.
Manage support tickets and deliverability alerts.
Investigate and triage customer questions during on-call shifts.
Collaborate with engineers on-call to resolve product bugs.
Figure out workarounds for customers.
Follow up on broader issues being handled by the right teams.
Test for widespread issues with texting deliverability.
Check vendor status pages.

Benefits

$140k-$150k annual salary
100% health, dental, and vision coverage for employees
80% health, dental, and vision coverage for dependents
Employer-provided long-term disability insurance
Employer-provided life insurance
21 days of paid time off
Paid federal holidays
Unlimited sick leave
16 weeks paid parental leave for parents of any gender, including adoptive parents
401(K) match with immediate vesting