About the Role
Chemistry forms the world around us. 96% of manufactured goods - everything from everyday items to advanced technologies - are a product of the chemical supply chain. And yet, the industry is still mostly offline, operating the same way it has for a century.
ShelfCycle is a new operating system for the distributors of chemical products. Our software is an all-in-one platform for inventory optimization, relationship management, and precise accounting. We automate the digital flow of chemical products as they physically flow through the chemical supply chain.
As our Head of Customer Experience, you'll have the rare opportunity to build a department from the ground up. You'll define what world-class customer experience means for chemical distributors adopting modern software, and you'll have the freedom to implement your vision across people, processes, and technology.
Responsibilities
- •Build and lead our customer experience function, crafting the strategy, processes, and systems that deliver exceptional support
- •Serve as an individual contributor initially, directly handling customer inquiries and support needs while developing scalable processes
- •Identify opportunities for AI and automation to enhance the customer experience, and collaborate with engineering to implement them
- •Create effective feedback loops between customers and the product team to drive product improvements
- •Develop metrics and reporting systems to measure customer satisfaction, identify trends, and continuously improve service quality
- •Build and mentor a customer experience team as the company grows
- •Design and implement training programs for customers to maximize their success with our platform
Requirements
- •5+ years in customer-facing roles at B2B SaaS companies, with experience in both support and success functions
- •Technical aptitude with the ability to troubleshoot complex software issues and translate technical concepts for non-technical audiences
- •Exceptional communication skills with a proven track record of building strong customer relationships
- •Experience implementing or managing customer support systems and tools
- •Data-driven approach to measuring success and identifying areas for improvement
- •Strong understanding of CX best practices and how they translate to B2B environments
- •Experience in an early-stage environment where you've had to wear multiple hats
Nice to Have
- •Experience building a customer support or success function from scratch
- •Background in implementing AI-powered support tools and automation
- •Knowledge of the chemical industry or experience with ERP/inventory management systems
- •Experience designing and implementing customer onboarding programs
- •Leadership experience or history of mentoring team members
Our Values
- •Purpose:We know our purpose, and we act toward that purpose
- •Humility:A healthy understanding of our limitations drives how we build
- •Ownership:We are all co-owners. We own this product and its outcome
Why Join ShelfCycle?
- •Transform a $5.2 trillion industry
- •Join a zero-to-one journey
- •Meaningful equity ownership
- •Remote-first culture
Ready to Make an Impact?
Join us on our mission to build the modern operating system for chemical distribution. We're building something special, and we'd love for you to be a part of it.