Head of Customer experience - Base44

Company 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.

• 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.

We're Base44, a newly acquired part of Wix, on a mission to change how software gets built. Our AI-powered platform empowers anyone to create custom software applications using natural language- no traditional coding required. Operating like a startup within Wix, we're fast, collaborative, and focused on turning complex problems into simple, powerful solutions.

We exist for creators, solo founders, startups, entrepreneurs, side hustlers, and everyone who wants to turn their ideas into reality. Whether you're launching a product, validating a concept, or exploring a hunch, Base44 helps you build it.

We're growing fast, the opportunity is huge, and with your help, our user-driven growth can become unstoppable.