Job Description

Client Experience Leader

Onsite | New York City | $120K-$140K + Equity

About the Company

Our client is building the next-generation operating system for commercial HVAC, electrical, and plumbing suppliers and subcontractors. Over the past year, its V1 quoting product has scaled to thousands of quotes completed weekly, doubled revenue six weeks into 2026, and gained adoption across many of the top suppliers in North America. Fresh off a $14M Series A backed by leading construction tech investors, the company is entering its next phase of growth and is looking for a Client Experience Leader to support its Client Success motion.

You’ll work directly with the Client Success (CS), Product, and Sales teams to support clients and build the systems that will define the client experience. The company is transforming the $250B HVAC industry with AI-native software, an industry still largely untouched by modern tools. This is your chance to get in early.

The Role: Client Experience Leader

With its first product in-market and scaling quickly, the company is focused on maintaining the exceptional client support / experience that has been core to its growth. As it onboards thousands of users over the next 1-2 years, it is hiring a Client Experience Leader to build and scale a high-performing support / experience function from the ground up.

You won’t just handle client issues, you’ll design the systems, processes, and build the team that supports them. You’ll work closely with Client Success, Product, Engineering, and Sales to ensure clients get fast, effective support while continuously improving the product based on real-world usage.

What You’ll Do

• Own and build the client support / experience function: processes, systems, and team
• Serve as the escalation point for complex or high-priority client issues
• Design and implement scalable support workflows across ticketing and inbound messaging systems, leveraging AI assistants and on-demand resources to improve speed, consistency, and coverage
• Establish SLAs, response standards, and performance metrics
• Leverage reporting and data to identify trends, gaps, and opportunities to improve the client experience
• Partner closely with Product and Engineering to prioritize bugs, drive fixes, and influence the roadmap
• Build feedback loops between clients and internal teams to continuously improve the platform
• Hire, train, and manage a growing support / experience team over time
• Ensure seamless handoff and alignment between Implementation, Support, and Client Success
• Maintain and optimize CRM, ticketing systems, and client communication channels
• Create and refine playbooks that scale with the business

A Typical Day Might Look Like

• Reviewing support queues, SLAs, and team performance to ensure timely, high-quality responses across all client channels
• Answering and supporting client questions and tickets live to help manage inbound queues
• Triaging and jumping into high-priority or escalated client issues to drive resolution and maintain client trust
• Coaching and supporting team members, providing guidance on complex issues, communication, and prioritization
• Identifying trends across tickets and client feedback, and partnering with Product and Engineering to address root causes
• Refining workflows, automations, and support processes to improve efficiency and scalability
• Collaborating with Client Success, Sales, and Implementation to ensure a seamless client experience across the lifecycle
• Leveraging reporting, AI assistants, and on-demand resources to extend team capacity and improve response times
• Planning for growth, hiring, training, and structuring the team to support a rapidly expanding client base

What Success Looks Like

2 Weeks: You understand the product, client workflows, and current support / experience landscape. You’ve identified key gaps, pain points, and immediate opportunities to improve response and resolution.

30 Days: You’ve introduced initial structure, including clear prioritization, communication standards, and workflows across inbound channels. You’re actively managing escalations and have kicked off hiring, screening candidates, and helping build the foundation of the support team.

60 Days: You’ve established a strong operational foundation with defined SLAs, reporting, and consistent support processes. You’re actively hiring and onboarding early team members, while driving measurable improvements in response time, resolution, and overall client experience.

Who You Are

• 4+ years in a client support / experience, technical support, or operations role within a SaaS or technology company
• Proven experience managing and scaling a digital support / experience team, including hiring, onboarding, training, and coaching team members
• Hands-on experience implementing support systems, workflows, and SLAs across ticketing and inbound channels
• Strong operational mindset; you use data, reporting, and tooling to drive team performance and improve the client experience
• You’re a builder; you don’t wait for structure, you create it
• You’re highly organized and detail-oriented, especially under pressure
• You move fast, prioritize effectively, and follow through
• You communicate clearly and confidently with both clients and cross-functional teams, including Product, Engineering, CS, and Sales
• You’re comfortable operating in ambiguity and making decisions with incomplete information
• You care deeply about solving real problems for real users

Nice to Have

• Startup or high-growth environment experience
• Hands-on experience with HubSpot, Intercom, and Slack
• Experience building client-facing knowledge bases, help centers, or self-service resources
• Background in client success, account management, or SaaS operations
• Familiarity with commercial HVAC, engineering, or construction

Compensation & Benefits

• Salary: $120K-$140K (depending on experience)
• Equity: Meaningful grant, commensurate with experience
• Benefits: Medical, dental, and vision coverage
• Perks: Free lunches and dinners

This is a full-time, onsite role based in NYC’s Flatiron District, steps from Madison Square Park and Union Square. You’ll work side-by-side with a high-performing team, solving real problems in real time, and shaping the future of an industry untouched by AI.

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