Job Description

Job Description

At Base, we don’t do "traditional" support. We’ve built a strategic, business-focused Customer Experience organization that goes far beyond managing SLAs and resolution times. 

As our Head of Customer Experience, you will lead a unique, cross-functional global team of  L1/L2 Support, Team Leads, Business Analysts, and Content Writers.  This is an entrepreneurial, high-impact leadership role. You won’t just execute a roadmap given to you, you will define it.

If you are a leader who thrives under pressure, breathes data, understands B2C dynamics, and loves the challenge of driving operations  in a dynamic startup environment, this is the place for you.As our Head of Customer Experience you will:

• ⁠Lead, mentor, and shape a global, cross-cultural team. You will be the driving force behind their growth, creating training materials,  establishing team rituals, and fostering a high-performance culture.

• Constantly analyze key business metrics (workloads, backlog, staffing formulas) to ensure systemic stability, predict traffic spikes, and manage critical incidents flawlessly.

• Actively scout, experiment with, and integrate cutting-edge AI tools into daily workflows to drive next-level automation and efficiency

• Work seamlessly with cross functional teams to improve policies and process 

• ⁠Build relationships across the company organically. Work independently and autonomously, driving impact without formal authority or constant supervision.

Qualifications

• 5+ years of leadership experience with a proven track record managing managers and leading diverse, cross-functional global teams in high-scale environments.

• Deep expertise in B2C ecosystems, fostering scalable community engagement, and representing  brand reputation across digital channels.

• You speak the language of numbers and data. You naturally use business metrics (like MRR) to make scaling decisions, optimize workloads, and prove impact.

• While you don’t need to be a developer but you need to be comfortable leading deeply technical team members and managers.

• Highly independent, proactive, creative, and comfortable with ambiguity.