Product Strategist - CX

Job Description:

Are you excited about the limitless possibilities of artificial intelligence and machine learning? Do you want to help scale a company using AI to deliver real value to millions of people? If so, then Windsurf (formerly Codeium) has an exciting opportunity to join our team as our Head of Customer Experience. 

Windsurf gives AI-powered tools to development teams at thousands of enterprises, from startups to Fortune 500 companies. Windsurf also has a thriving B2C business in Windsurf Pro. For all our customers, enterprises or individuals, we care deeply about giving them the best possible experience with Windsurf. Due to the rapid evolution of the technology and the product itself, customer issues arise that would reduce our ability to provide value if not addressed rapidly.

Due to the complexity of enterprise tasks and environments, combined with the rapid evolution of the product itself, customer issues may come up that would reduce adoption and value driven if not addressed rapidly. You will be the first line of responding and resolving these customer issues, leveraging your computer science and AI knowledge to help customers effectively. Your role will be instrumental in driving adoption of AI technology.

This is a unique opportunity to work at an AI startup with real users.

Key Responsibilities:

• Build a world class, customer support experience leveraging AI at its core: You will have the opportunity to take a critical business function from 10->100 and beyond in the age of AI. This means questioning all traditional playbooks and methods, thinking from first principles, and always being on the lookout for ways to level up the customer support experience with AI. We are an AI company after all.  

• Be the voice of the customer: Your org will be at the frontlines of helping users be successful with Windsurf across B2B and B2C segments. You will be relied upon to share these insights with the broader team, helping build better product or processes to ultimately result in happy customers. 

• Lead and grow a global team: You will build and lead a team of support engineers across the US and India and perhaps even beyond. You’ll be responsible for putting together the people, processes, and culture of customer obsession that result in a high performance customer support organization.

Qualifications:

• 6+ years of professional experience in a technical role. 

• Bachelor's or higher degree in Computer Science, Software Engineering, or related field.

• Prior experience in customer experience is not required. We prefer someone who can take a fresh approach with an engineering mindset. 

• Bias for action, speed, and the ability to keep up with a rapidly changing environment. 

• Strong problem-solving skills and ability to flex into many roles and hats. 

• Passion for customers and delivering a superior customer support experience.