What is Teamshares? Teamshares is a unique mission-driven startup that buys small businesses from retiring owners and transitions them into enduring, employee-owned businesses through our software, education, and community products. There wasn't an easy way for small businesses—which make up 98% of firms in the US economy—to become employee-owned before Teamshares! Our mission is to create $10B of new wealth for lower income Americans through employee ownership.

We are a remote-first and Series C funded company backed by Khosla Ventures, Collaborative Fund, Inspired Capital, Slow Ventures and Union Square Ventures. #LIRemote

About the Role As the Customer Experience Lead, you'll be accountable for really happy customers (employee owners, former owners), including monitoring robust inbound and outbound digital communication with customers post-onboarding.

What You'll Do: You’ll build and lead a new cross-functional team and define new programs to ensure really happy customers - employee owners, presidents, and former owners - at Teamshares network companies Your team will partner with product and engineering teams to create new direct communication channels to small business and thousands of employee owners around the country Your team will ensure customer requests are handled quickly, accurately, and efficiently Your team will work with product and engineering teams to create evaluation tools about the Teamshares customer experience Your team will develop insights, programs, and company business practice changes to improve customer happiness You will be an advocate for customers across our company through developing deep expertise on our customer experience You will balance a roadmap of large, strategic projects with scrappy, quick wins.

What You'll Bring: 8+ years of work experience in customer success or customer experience, with significant product management experience 2+ years people management experience required You have launched and scaled new enterprise products focused on improving customer success or outcomes, and can speak directly about product successes and failures. A significant plus if you have launched products at a SaaS company You can lead thoughtful and constructive conversations between varying stakeholders and members of the product, engineering, and business teams You are implementation-focused and ready to roll up your sleeves and make an impact at a small fast growing startup You are patient, determined, flexible, and open-minded

Why we exist: Small businesses make up 98% of firms in the US economy, but have often been overlooked. At Teamshares, our mission is to expand employee ownership to small businesses to address three major problems: 1. Most small businesses don’t outlast their founder. When original owners want to retire, they often struggle to sell and have to fold the company. Years of knowledge and customer loyalty, not to mention people’s jobs, are lost. We believe that employees are the natural successors for these companies, but they just need some support. 2. The majority of Americans have very few assets or savings. People work hard every day, often with very little to show for it: 75% of Americans have less than $5,000 in savings. Employee ownership gives workers a very valuable asset: stock in the company where they work. And the better their company does, the more their asset is worth! 3. Small businesses lack support & innovation. Because small businesses lack the infrastructure and resources that corporations have, their technology and their business practices are often behind the times. Very few quality networks exist to provide information or resources to small businesses to help them grow. There hasn’t been an easy way for small businesses to become employee-owned before. Teamshares has designed a way to make this transition easier at scale, supporting a sector of the economy that has been severely impacted by the COVID-19 pandemic.

Why you should join us: We believe in supporting every team member with a competitive salary and a generous benefits package, including equity for all employees, exceptional medical/dental/vision benefits plans for employees and their families, 401k plan, and paid parental leave. We value time off and actually take our vacations, and we have a healthy work-life balance culture that checks egos at the door and truly unplugs at the end of the day. We embody a growth mindset and provide the support you need to grow in your career.