Customer Experience & AI Automation Lead

Description:

About Us

We're building Ace - a new AI browser designed to make everyday browsing radically simpler, faster, and more useful.

As our user base continues to grow, customer experience becomes a core part of the product. Our vision is to build an AI-first customer experience where intelligent agents resolve most customer needs automatically, humans step in only when they add real value, and every interaction helps users succeed while making the product smarter.

We're looking for a Customer Experience & AI Automation Lead to build this function from the ground up. You'll own the entire customer experience function for Ace, end to end. That means you build the AI systems that resolve customer issues automatically, and you run the operation that handles everything the systems don't.

You'll set the standard for what Customer Experience feels like, decide where a human is worth it and where automation is better, and build the tooling to make both fast. You'll work directly with R&D, product and marketing - CX is one of the sharpest signals we have about the product, and you'll be the person who turns that signal into fixes and features.

This is a builder-leader role. Early on you'll be hands-on in the queue and hands-on in the AI automations. As it grows, you'll hire more people as needed.

What you'll do

• Build the customer-facing AI. Design and ship the auto-resolution agents that handle the bulk of incoming volume end to end - from common cases for a B2C product (onboarding help, billing, "can Ace do X?") to long-tail edge cases. You'll be building AI workflows, integrating with R&D, feeding insights into marketing and product, and helping bring delight to users while finding revenue opportunities.
• Run support operations. Own the ticket queues, response times, quality, and the day-to-day of support. Define the metrics that matter, watch them, and be accountable for them. 
• Drive revenue. Convert customer experience into a revenue driver. Spot upgrade and upsell moments and build them into the experience, reducing churn design retention flows.
• Be the voice of the customer. Support is our sharpest signal about the product. Turn recurring tickets and feedback into prioritized input for product, R&D, and marketing - fixes, self-serve features, and messaging that stop tickets at the source.
• Build and lead the function. Own the help center and self-serve content. As volume grows, hire, train, and lead support agents (human and AI) - keep raising the bar on how much the systems handle before a human is needed.

• AI Builder - you’re already working daily with tools like Claude or Cursor to ship production automations, triage issues and solve problems at scale.
• Experience with B2C consumer base. You’ve worked in environments with a large user-base and\or large scale support operations.
• You've run a support or customer experience operation, and you have opinions about what good looks like: response times, quality, escalation, metrics.
• You think in systems. When you see the same ticket three times, your instinct is to build the thing that makes it never happen again.
• You can own a function independently and grow it - including hiring and leading people when the time comes.
• Commercial instinct. You see support as a place to reduce churn and drive upgrades, not just resolve tickets.
• Strong written communication and a genuine sense for customer experience. You care how it feels to be on the other end.
• Comfortable in a fast, ambiguous, early-stage environment where you define the playbook rather than inherit it.