We are redirecting you to the source. If you are not redirected in 3 seconds, please click here.

Customer Experience Lead (Support + AM) at hampr. Reports to. : Head of Operations. Location. : Remote. Compensation. : $70–80k base + $10k variable (support + commercial metrics) = $85k OTE. Equity. : 0.05–0.1%. About the Role. Hampr is looking for a . hands-on Customer Experience Lead. to manage our customer support team while laying the foundation for our commercial account management function. This hybrid role splits time roughly 50/50 between . leading support operations and supporting B2B client relationships.. This is a unique opportunity for someone who loves . problem-solving, process improvement, and building scalable systems. , while gaining experience with . commercial customer engagement. . Over time, this role will evolve into . Head of Customer Support. or . Head of Account Management / Customer Success.. Who is hampr?. We are transforming the way residential and commercial clients manage laundry, providing an on-demand service powered by a marketplace of vetted washers. Our tech-enabled approach delivers high-touch service without the rigid contracts, minimums, or inventory headaches that typically burden businesses. With a focus on flexibility, quality, and care, we help our customers spend less time managing laundry and more time focusing on what they do best.. Responsibilities. Customer Support (50%). . Lead a team of 2 senior agents and 3 junior agents.. . Manage monthly scheduling of agents. . . Handle escalated tickets and complex customer issues.. . Optimize support processes, tools, and workflows (Intercom experience is a plus).. . Monitor and own key support metrics: CSAT, first response time, resolution time.. . . Account Management / B2B (50%). . Onboard new commercial customers and ensure accurate data in systems.. . Coordinate with Support and Ops to ensure supply is in place before launch.. . Conduct ad hoc check-ins and follow-ups with B2B clients.. . Help establish processes for proactive account management (revenue retention and expansion).  One of the metrics you own is retention. . . Actively analyze client usage trends and revenue data to uncover early signs of churn.. . Build hypotheses about what drives client retention or drop-off and work cross-functionally to test and improve those moments.. . Collaborate with the Sales team on growth and upsell opportunities.. . . Cross-functional. . Provide actionable feedback to Product and Operations based on customer insights.. . Identify trends, propose process improvements, and scale best practices. . Growth Path. Promotion to Head of Customer Support or Head of Account Management / Customer Success as Hampr scales.. . 3–5 years of experience in customer support, operations, or account management.. . Experience managing a small support team.. . Excellent written and verbal communication skills.. . Highly organized and process-oriented.. . Familiarity with Intercom or similar support tools preferred.. . Comfortable balancing operational and strategic responsibilities.. . Comfortable with flexible hours—client success doesn’t stop at 5pm. . Ability to read existing data and articulate missing data needs. . . Start up experience preferred.. . Two sided marketplace experiences a plus. . . Company Location: United States.