Head of Customer Experience, North America

Rapsodo•St. Louis, MO

About The Position

With its headquarters in Singapore and strategically placed offices across the United States, Turkey, Japan, and Malaysia, Rapsodo represents more than just sports technology and data analytics. It stands as the clear front-runner in providing affordable, professional-grade technology for athletes aiming to enhance their performance. The company currently collaborates with partners such as The PGA of America, Golf Digest, Troon, various Major League Baseball teams, USA Baseball, and over 1,000 NCAA athletic departments. Become a part of Team Rapsodo as we challenge limits and unveil endless potential, one data point and one heartwarming success story at a time. Powered by Athletes who get it, and Engineers who can do it. The Head of Customer Experience is responsible for designing and operating the post-sale experience system across Rapsodo’s Golf and Diamond businesses. This is not a traditional Customer Success leadership role. This role is focused on building the infrastructure, systems, and processes that ensure customers are successfully onboarded, activated, supported, and continuously engaged, and leveraging automation and AI to scale customer experience and support operations. Key areas of focus include: Building scalable support and experience operations Structuring customer signals into actionable insights Improving onboarding, activation, and support quality Creating a closed-loop feedback system with Product and Engineering The role owns the experience infrastructure, while working closely with: Diamond BU (which owns retention outcomes for Diamond) Marketing (which owns lifecycle execution and retention engine for Golf)

Requirements

10+ years of experience across Customer Experience, Support, Customer Operations, or related functions
Experience in technology, sports technology, consumer electronics, or SaaS-enabled hardware businesses
Proven track record of building and scaling support and customer experience systems, not just managing teams
Experience working in environments that combine hardware, software, and customer-facing operations
Strong experience building processes and infrastructure in ambiguous or early-stage environments
Experience leveraging automation, data, or AI tools to scale customer experience or support operations
Experience working closely with Product and Engineering teams to translate customer issues into product improvement

Responsibilities

Customer Support (Tier 1 + Tier 2)
Own support model, structure, and quality
Build and scale Tier 2 support capability (technical troubleshooting layer)
Define escalation paths and support workflows
Identify and implement AI-assisted support tools to improve response quality, speed, and consistency
Improve resolution time and customer experience consistency
CX Operations (Critical Function)
Own customer health model and risk identification
Aggregate and structure: Zendesk data Product usage NPS / VoC
Leverage automation and AI tools to improve customer insight generation, issue detection, and operational efficiency
Build dashboards and reporting
Define playbooks and operating cadence (weekly issue reviews, etc.)
Drive the customer → product feedback loop
Product Education & Certification
Own customer-facing education and training
Build certification programs (including installer certification for complex hardware products)
Ensure customers are properly enabled to use products
Reduce support dependency through education
Knowledge Base (Internal + External)
Define structure and standards
Utilize AI to accelerate content creation and improve self-service support experiences
Internal: Troubleshooting flows Diagnostic steps Escalation criteria
External: FAQs How-to guides Onboarding / usage content
Customer Onboarding & Activation (Hardware + Software Products)
Own post-sale activation system for complex products: Pre-install coordination Customer expectation setting Onboarding readiness First 30-day activation Early churn detection
Customer Insights & Lifecycle Enablement (in partnership with Marketing)
Provide structured customer insights to inform lifecycle strategy, including: Onboarding friction points Activation gaps Common failure modes identified through support and usage data
Partner with Marketing to ensure lifecycle programs are aligned with customer behavior and needs
Feed customer signals (support data, usage patterns, NPS / VoC) into lifecycle optimization
Collaborate with Product and Marketing to align lifecycle communication with product experience