Head of Customer Experience
•Roofr· 5h
🎧 Support⏰ Full-time👔 Executive🇨🇦 Canada
5h ago
Wisecode·about 7 hours ago
WISEcode is an AI food technology company. We built the largest food database in the world, more than one million foods and 650 billion attributes, and we use it to tell people the truth about what they eat. We call that promise FoodTruth. Consumers get a free UPF detector and WISEcoach, an AI nutrition coach. Brands, retailers, and government agencies get WISEcode Intelligence. One data layer, different doors.
Unlike a large SaaS company running a paced playbook, we are a small and rapidly growing team moving at founder speed, and the consumer business is a linchpin of our long term success.
You will own the consumer lifecycle end to end: the moment someone installs the WISECode app through activation, engagement, subscription conversion, retention, and support. Marketing and service are one motion in this role, not two departments. You will work daily with our consumer product lead, our CMO, and the EVP of Customer Success, and you will have real authority to build and evolve our consumer lifecycle via the app. This is a fully hands on role, not a management role, and will be executing each and every day on activities that drive success.
We are building a consumer lifecycle business at scale. That includes:
AI-native, agent-assisted support that solves consumer issues before they escalate.
Lifecycle journeys that personalize themselves and adjust as our offerings grow from UPF identification and scanning to coaching to food recommendation and delivery, leveraging our unique food knowledge on our own or through industry partnerships.
A knowledge base for consumers that improves as it is used.
Reporting that dynamically surfaces opportunities for improvement and growth.
Close partnership with Marketing and Consumer Product team on business improvement to exceed customers needs, product development roadmap and proactive messaging to drive retention and growth.
We are looking for a systems builder who can scale what used to take a team of ten. If that sentence excites you, keep reading.
Onboarding and activation flows that get a new user to their first moment of value fast, and measurably.
Lifecycle messaging across email, push, and in-app: welcome, engagement/habit-building, win-back, and the free-to-Premium conversion motion for WISEcoach and other offerings.
Consumer support, built AI-first: deflection, escalation paths, SLAs, and voice-of-customer loops back into product.
Retention, engagement, and re-engagement: cohort analysis, churn signals, and the programs that move them.
The consumer health dashboard: one view of acquisition handoff, activation, engagement, conversion, retention, and support health.
Systems that scale. You will select, build, and connect the tooling, with AI agents as first-class workers in every process.
Meet and exceed key metrics from activation through Daily/Weekly/Monthly Active User goals in the app, D1/D7/D30 retention, LTV, ARPU, churn/winback rates, strong AppStore and Google play reviews
Strong integrated partnership with consumer marketing and product that drives app improvements and increasing engagement.
Lifecycle journeys live across the full funnel, with activation and retention baselines set and improving quarter over quarter.
Support scales with users, not headcount. Resolution and satisfaction both trend up.
A working free-to-Premium conversion engine with strong unit economics behind it.
Weekly consumer reporting the executive team uses to make decisions.
A senior level doer! This is a hands on opportunity, with no burden of team management or ownership. We are looking for an experienced resource that is energized by being the executor, the point of action and the one making things happen.
Experience building AI-native operations and AI tools, that includes agents, automations, and workflows in production and driving customer retention and satisfaction.
Five or more years in consumer B2C lifecycle, growth, CRM, or consumer success, with direct ownership of activation, retention, or conversion metrics at meaningful scale.
Hands-on fluency with lifecycle and analytics tooling (AppsFlyer, Braze, Iterable, OneSignal, Mixpanel, Amplitude, or equivalents).
Strong past experience with consumers in a customer success, support or equivalent role, bonus for business and govt experience.
Comfort with speed and ambiguity necessary in a fast paced and multi opportunistic environment.
Bonus: health, nutrition, wellness, or subscription consumer app experience.
We are a fast paced, AI first organization built to scale. Decisions are fast, titles matter less than outcomes, and the founder is deep in the details. Company culture of ownership. You to run your area like you own it, because you will.
Competitive base, bonus, and meaningful equity. The position is fully remote, with occasional travel for in person meetings. Details shared in process.