Customer Experience & AI Operations Lead | Seattle

• Design and deploy AI-powered support workflows across chat, email, and self-service channels
• Evaluate and implement new AI tools, agents, copilots, and automation platforms
• Continuously increase automation rates while maintaining customer satisfaction

• Drive improvements across CSAT, response times, resolution times, automation rates, and customer retention
• Build dashboards and reporting to identify opportunities for improvement

• Manage a team of customer experience specialists handling complex customer issues
• Establish escalation processes and quality standards
• Ensure customers receive fast, empathetic, and accurate support

• Identify recurring pain points and partner with Product and Engineering to fix root causes
• Translate customer feedback into actionable product improvements
• Build systems that proactively detect customer issues before they become support tickets

• Use AI and no-code/low-code tools to improve team productivity
• Create workflows, automations, dashboards, and operational tooling

• 3+ years management experience in customer support, operations, trust & safety, or customer experience teams
• Track record of improving customer satisfaction while scaling operations

• Deep curiosity about AI and automation
• Experience implementing AI tools, chatbots, workflow automation, or operational systems
• Ability to identify repetitive work and automate it

• Comfortable working with data and metrics
• Experience using SQL, spreadsheets, BI tools, or similar analytical platforms
• Ability to diagnose operational bottlenecks and measure improvements

• Self-starter who thrives in ambiguity
• Excited to build systems from scratch
• High ownership and bias toward action

• Strong empathy for customers
• Excellent written communication skills
• Ability to balance automation with human judgment

Most companies are asking how AI can help their support teams. At Grid, we're asking a bigger question:

What would customer support look like if you built it from scratch in the AI era?

You'll have the opportunity to answer that question for more than a million users and help define how customer experience operates at Grid for years to come.