VP Customer Experience

Guardio is on a mission to redefine consumer cybersecurity for the modern internet.

We operate at consumer scale, protecting millions of people every day across devices, accounts, and digital touchpoints. In a world where phishing, fraud, and AI-powered scams evolve overnight, Guardio stays ahead of the curve.

We move fast, think deeply, and build with purpose. Our culture is rooted in transparency, feedback, and collaboration along with shared wins, team dinners, company trips, and good times.

We’re a team of 100+ makers, doers, and boundary-breakers. If you’re ready to tackle meaningful challenges, grow at lightning speed, and help shape the next frontier of online safety, you belong here.

This is a senior leadership role with direct impact on millions of users — shaping how customers experience Guardio across every touchpoint.

So what’s the job?

We’re looking for a VP Customer Experience who is customer-obsessed, revenue-aware, data-driven leader to own Guardio’s end-to-end customer experience.

You’ll be responsible for every interaction with our users:

From onboarding and day-to-day support, through call center and VIP programs, to retention, upsells, and ongoing value realization. You’ll build and scale a multi-channel operation that delivers exceptional experiences and strong business outcomes at B2C scale.

What you’ll own:

• The end-to-end customer journey post-acquisition: onboarding, activation, support, education, engagement, retention, and win-back.
• All customer-facing operations: support & ticketing, call center / voice operations (from ideation to execution), and VIP / high-value programs.
• Value and revenue from existing users: upsell, cross-sell, and save/retention motions across channels (in-product, email, phone, etc.).
• A data-driven CX operation: KPIs, dashboards, experimentation, and continuous improvement across satisfaction, churn, and LTV.
• The CX org & infrastructure: org design, leadership hiring, processes, playbooks, and tooling (CRM, helpdesk, telephone, QA, analytics).
  
  

• Experience in B2C, high-volume customer environments, with experience leading multi-layered CX / Support / Call Center organizations including managing managers and scaling teams.
• Proven track record owning end-to-end customer experience and influencing product, flows, and policies based on customer insights.
• Strong revenue mindset - you’ve built or scaled retention, upsell, or win-back programs from the CX side.
• Hands-on with AI-driven tools and automation, with a strong curiosity for emerging technologies and a track record of integrating them into CX operations.
• Deeply data-driven and comfortable building operational frameworks around KPIs and experimentation.
• Collaborative, direct, and comfortable working closely with Product, Growth, and Data in a fast-moving environment.