Full-Time Lead Customer Experience

About Entrupy
Entrupy is a global technology company protecting businesses, borders, and consumers from counterfeit goods. It uses AI and computer vision to authenticate high-value physical goods. Solutions include luxury authentication, sneaker authentication, and fingerprinting for businesses like leading luxury brands, retailers, e-commerce marketplaces, and online resellers in over 60 countries. Entrupy is growing rapidly with teams in the US, India, Japan, and Brazil.

About the Team/Role
As a Lead of the Customer Experience Team, you'll build and nurture customer relationships for strong user adoption and satisfaction, leading initiatives to improve support processes, handle escalated issues, and develop/mentor the CX team in the US and Japan. You will also work closely with management to track and manage metrics, optimize onboarding, manage customer risks and drive high satisfaction. This role requires a drive for building relationships and finding solutions for customers using technology-based authentication solutions.

Responsibilities
Ensure an exceptional customer experience through policies, processes, and best practices. Manage the entire post-sales customer lifecycle (onboarding, training, support, renewal, expansion, relationship building). Handle and resolve complex inquiries, providing high satisfaction and problem resolution. Scale the CX team through service evolution, documentation, process improvement. Mentors and supports CX specialists, fostering continuous improvement. Leads projects to optimize processes and implement innovative solutions. Monitor account health metrics to identify improvement opportunities, churn risks, and potential abuse, ensuring trust and safety. Track, manage, and drive resolution of escalations. Acts as a voice of the customer by providing feedback to the product team and management. Builds a strong CX team in the US and Japan to achieve SLAs for the global customer base.

Requirements
At least 5 years of customer experience/support experience with a proven track record of exceptional support and problem-solving. Strategic, analytical, process-driven, growth-minded, and data proficient. Proven leadership and experience in managing and developing a team. Detail-oriented, organized, with exceptional oral and written communication skills (internal and external). Ability to handle multiple priorities in a fast-paced startup environment. Tech-savvy with adaptation skills in a dynamic environment, understanding technology and SaaS platforms (HubSpot, Linear, FreshChat, etc.). Customer support experience in technology/SaaS products is a plus.

What we offer
Market-competitive, pay equity-focused compensation. Generous time away (holidays, PTO, sick time, parental leave). Rich medical benefits and insurance. 3.5% 401k match. Dedicated mental health support.

Salary
$90,000 - $110,000 per year.

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