The Opportunity

We're hiring our first Customer Service Lead a customer-obsessed leader who will define and scale our support operations from the ground up. This is a foundational role where you'll build the systems, processes, and team culture that ensures every HeyMax user has an exceptional experience throughout their rewards journey.

You'll work directly with leadership, product, and operations to establish service standards that align with our brand promise while driving operational efficiency. Expect full ownership of the customer experience, high impact on retention metrics, and the opportunity to shape how we scale support as we grow toward our next 100,000 users.

What You'll Do

• Design and implement our customer service framework from scratch including ticketing systems, knowledge bases, escalation workflows, and quality assurance processes
• Build scalable support operations that can handle complex rewards inquiries, miles awarding, and financial products questions
• Partner with product and engineering teams to identify and resolve systemic user experience issues
• Establish clear SLAs, response templates, and resolution playbooks for common scenarios across our rewards ecosystem
• Define customer service metrics and reporting that align with business objectives (CSAT, NPS, resolution time, first-contact resolution)
• Create comprehensive training materials and onboarding processes for future team members
• Make strategic decisions about tooling, automation, and team structure that will influence our support operations at scale

Who You Are

• 5+ years of experience in customer service leadership, preferably in fintech, travel, or rewards/loyalty programs
• Strong operational mindset with experience building support processes and teams from early stages
• Deep understanding of customer service platforms (Zendesk, Intercom, or similar), CRM systems, and support analytics
• You treat customer service like a strategic function clear processes, measurable outcomes, and continuous improvement matter
• Comfortable working in ambiguous environments and building solutions that balance user satisfaction with operational efficiency
• Passionate about creating delightful user experiences and turning support interactions into loyalty-building moments

Why Join Us

• Founding scope Build our customer service function and define how we support users across the business
• High agency, real ownership You'll have autonomy, influence, and direct access to leadership
• Strategic impact meets operational excellence You'll solve complex service challenges that directly impact user retention and growth
• Great team Work with ex-Grab, Google, Facebook, and Bain folks who care deeply about doing great work
• Flexible setup We're open to remote and hybrid arrangements for the right person