Customer Experience Lead

Job Description

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Marloo is building the AI partner for financial advisers. Advisers focus on clients while Marloo handles the rest.

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They guide people through the most important decisions of their financial lives and the software built for them has never been worthy of that. We intend to build the company that changes it and to become the system every advice firm in the world runs on.

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In under a year we have onboarded more than 1,000 paying firms across eight countries with almost zero churn. Revenue is growing 37% month on month on average. In May we raised a $10m seed led by Blackbird Ventures. Blackbird was the first and largest investor in Canva.

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We are at an inflection point. Join now and you will help shape the future of advice.

The role \n

Customer experience is not just a function, it is part of why advisers choose us. Advisers have spent years with software that made them wait, so we answer in minutes, we go further than we need to, and we fix the root problem rather than the ticket. That is how we win firms, it is why churn is close to zero, and it is one of the reasons our best customers know the team by name.

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You own CX globally. Today that is a team across London, New York, Sydney and Wellington answering for their own market, and your first job is to make it one function rather than four separate teams. Same standard, same answers, same view of what customers are telling us, wherever the question comes from.

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Inbox zero is the baseline, not the goal. The goal is that the volume reaching the inbox falls, the answers get faster, and the reasons people raise tickets get fixed at source. That means building the system the team triages inside, scoping the internal tooling that removes the repetitive work, and working with engineering to get it built.

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You are also the voice of the customer inside the business. We ship constantly, and you are the person who tells us how it landed: what came in on day one, what the tickets said by the end of the week, and what is still coming up a month later

What you will do \n

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• Own the global inbox. Set the standard for speed, accuracy and tone, and hold it across every market as the team grows
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• Lead and coach the CX team. Own their performance, development and targets, review real conversations, and make the average response as good as the best one
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• Build the triage system. How work is sorted, routed, escalated and closed, written down, taught and used, so the answer does not depend on who picked it up
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• Scope the internal tooling. You will not be building it, but you will decide what we need, make the case for it and work with engineering until it ships
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• Reduce the volume. Find the recurring causes behind the tickets and get them fixed at source rather than answered faster
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• Be the voice of the customer. Bring product and engineering the evidence on what launched well, what did not and what customers keep asking for
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• Measure everything. Volume, response and resolution times, reopen rates and what drives contact. You will not be building the dashboards, but you will decide what they need to show and then live in them
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• Ask for what the team needs. Engineering time, headcount, a sales lead in a difficult conversation. Nobody will offer, so you make the case and you get it
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• Hire the team. Work out where the gaps are, make the case for the roles and hire into them
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• Pitch in. Everyone at Marloo talks to customers, and on a heavy day that includes you
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Who you are \n

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• You have run a customer support or CX function and made it measurably better, and you can show what changed
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• You have managed people across locations and time zones, and made individuals better rather than just kept the queue covered
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• Numbers oriented. You think in volume, resolution time and contact drivers, and you run the week on the data
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• You build systems rather than work harder, so your instinct when something repeats is to remove it rather than absorb it
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• You can scope a tool with an engineer and hold your own on what matters and what can wait
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• You communicate across the business with authority, because what you bring product, engineering and GTM is specific and evidenced
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• An active AI power user who has changed how you work rather than using it to tidy up replies
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• You are still in the inbox when it matters, because the team learns the standard by watching you meet it
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Nice to have \n

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• Experience in financial services or another regulated industry, where an answer being wrong has consequences
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• High growth startup experience
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