Head of Customer Experience

What's Guardio?

Guardio is a B2C cybersecurity startup offering security and privacy solutions directly to consumers - regular people, not corporate companies. We develop products you’d want for yourself, your parents, family, and friends. Our goal is to protect real people from cyber problems and crime.

We try and avoid buzzwords, but sometimes those keywords are necessary: we help our customers avoid and combat the modern world’s security threats, like phishing, financial scams, malware, browser hijacking, identity theft, data leaks, and a whole lot more.

Guardio is a relatively small company (we just passed 80 people), on a rapid growth path, and we’re looking for core team members to join our Growth team. We already have well over a million registered customers and plenty of new products and features in the pipeline.

So, what's the job?

We are looking for an experienced and dynamic Head of Customer Experience to lead and shape our global and local CX operation. In this role, you will be in the forefront of our brand, interacting with customers and potential customers. You will champion exceptional service and drive customer satisfaction and loyalty.

At Guardio, Customer Experience goes beyond support - it is a core pillar of our brand. Our CX team plays a vital role in assisting customers through challenges in their digital journey while ensuring satisfaction, driving retention, and supporting brand growth. By leveraging insights from user interactions, we actively drive product improvements and innovation to deliver lasting value and a sense of protection for our customers.

You will:

• Lead, mentor, and develop high-performing global and local teams of Customer Experience Specialists.
• Utilize technology and data insights to deliver exceptional outcomes while scaling operations efficiently.
• Define, monitor, and act on key CX metrics to drive continuous improvement and ensure we our CX team remains one of our most cherished brand assets.
• Build and launch new CX operations to address evolving product offerings and diverse customer segments.
• Deeply understand customer needs and advocate for them, identifying opportunities to enhance satisfaction, retention, and growth.
• Partner with Product, Payments, and Tech teams to drive innovation and implement solutions that improve the customer journey.
• Be a hands-on leader, guiding the team through complex customer scenarios and fostering a solutions-oriented culture.
  
  

• 5+ years of experience managing large-scale CX or call center operations, with at least 10 team members across local and global locations. Hands-on experience in establishing such operations is highly preferred.
• A proven track record of leveraging technology, tools, data, and processes to scale operations while maintaining outstanding customer experiences.
• A deep understanding of customer behavior, expectations, and satisfaction drivers, paired with a passion for service and continuous improvement.
• Demonstrated success in leading KPI-driven teams, driving customer satisfaction, retention, and upselling opportunities.
• Strong problem-solving skills and the ability to translate customer feedback into actionable product improvements.
• Native-level English proficiency (written and verbal). Familiarity with American culture and customer expectations—a plus.
• Experience in building new operations, particularly call centers, from the ground up is highly desirable.
• A background in startups and a track record of thriving in fast-paced, dynamic environments.
• Flexibility to manage across time zones and address urgent customer issues during non-standard hours when needed.