Head of Customer Experience

Head of Support/Customer Experience (CX)

Apply to this position if you:

• Thrive in fast-paced, startup environments.
• Have a proven track record of scaling support and CX teams.
• Are passionate about live-streaming communities and creating exceptional customer experiences.
• Have a strategic mindset and a hands-on approach to solving complex problems.

Who We Are:

At Favorited, we are redefining mobile live-streaming as a fully interactive, gamified experience. We’re dedicated to fostering deeper connections between creators and their communities through play while ensuring creators are compensated well in the process.

Our App:

• iOS
• Android

Who You Are:

• Experienced Leader: You’ve managed customer support or CX teams, scaling them in high-growth environments, preferably in the live-streaming, social media, or entertainment space.
• Emotionally Intelligent: You excel at understanding and managing emotions—your own and others’. You approach challenges with empathy, foster a supportive team environment, and prioritize emotional well-being in your leadership style.
• Strategic and Analytical: You can set, track, and analyze KPIs to drive performance and meet organizational goals.
• Builder and Innovator: You’re skilled at building and optimizing SOPs, workflows, and tools to improve efficiency.
• Regulatory Knowledgeable: You have a strong understanding of privacy laws (CCPA, GDPR, etc.) and can ensure compliance in all support operations.
• Collaborative: You excel at cross-functional communication with product, engineering, and other teams to advocate for customer needs.
• Mentor and Coach: You have a passion for mentoring team members, helping them grow in their roles, and fostering a culture of continuous learning.
• Vendor Savvy: You’re adept at vendor management, negotiating contracts, and ensuring alignment with company goals.
• Live-Streaming Enthusiast (a plus): Familiarity with live-streaming communities or similar spaces is highly valued.

What You Will Do:

• Scale the Team: Build and lead a high-performing customer support and CX team to meet the demands of a growing user base.
• Mentor and Develop: Provide coaching, mentoring, and professional development opportunities for team members to help them succeed and grow in their careers.
• Vendor Management: Select and manage external support vendors to ensure quality, cost-effectiveness, and alignment with company objectives.
• Develop SOPs: Create and maintain detailed Standard Operating Procedures (SOPs) for all support workflows to ensure consistency and compliance.
• Set KPIs: Define, track, and optimize KPIs for the support team, aligning them with organizational goals and driving continuous improvement.
• Ensure Compliance: Oversee customer support operations to ensure they meet regulatory requirements, including privacy laws such as GDPR and CCPA.
• Enhance Customer Experience: Work with cross-functional teams to advocate for user needs, improve features, and reduce friction in the user journey.
• Plan Strategically: Align CX strategies with company goals, ensuring a customer-first approach to growth and engagement.

What We Are Looking For:

• Experience: 5+ years in customer support, CX, or a similar leadership role, preferably within a tech startup or live-streaming space.
• Management Skills: Proven experience managing and growing support teams, including vendor and partner management.
• Operational Expertise: Strong background in creating and optimizing SOPs, workflows, and systems to improve team efficiency.
• High Emotional Intelligence: Exceptional interpersonal skills with the ability to navigate complex team dynamics, resolve conflicts, and foster a positive, inclusive work culture.
• Regulatory Knowledge: Deep understanding of GDPR, CCPA, and other relevant privacy laws and their implications for support operations.
• Negotiation and Outsourcing Expertise: Skilled in negotiating contracts and setting up outsourcing teams to scale operations effectively while maintaining quality.
• Analytical Abilities: Ability to set and analyze KPIs to monitor team performance and customer satisfaction.
• Communication: Excellent written and verbal communication skills, with the ability to advocate for customer needs across the organization.
• Flexibility: A proactive, solutions-oriented mindset and comfort working in a dynamic, startup environment.
• Live-Streaming Knowledge (a plus): Familiarity with live-streaming platforms, communities, and the unique challenges of the space.

Where You’ll Work

This is a full-time hybrid position based in Santa Monica, CA. You will work 2-3 days per week in our office, collaborating closely with a passionate and talented team.

Benefits

• Unlimited PTO to prioritize work-life balance.
• 401(k) plan to help you invest in your future.
• Comprehensive health insurance to support your well-being.
• Paid company holidays for time to recharge.
• Competitive salary that values your expertise and contributions.