Hybrid Customer Experience Leader

at cloaked

• Job title: Customer Experience Leader
• Job type: Full Time
• Experience level: Senior
• Salary: $130,000 - $170,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, New York City, United States

About the role

• Customer Experience Enablement Leader at Cloaked, a privacy startup. Leading efforts to ensure high-quality support for users navigating personal data and privacy.

Responsibilities

• Define and lead the CX Enablement function across training, knowledge management, AI workflows, and launch readiness
• Establish clear standards for what "ready" looks like for agents, vendors, and bots across all channels
• Build and lead a high-performing enablement team across training, QA alignment, and knowledge
• Set clear role expectations, career paths, and feedback loops through regular 1:1s and development planning
• Foster a culture of high trust, accountability, and operational excellence
• Design and scale training programs for internal and BPO agents covering technical troubleshooting, billing, account access, fraud, identity incidents, and regulatory workflows
• Ensure agents are prepared to support emotionally charged, high-stakes interactions with empathy and precision
• Own onboarding, continuous learning, and change management as the product evolves
• Own CX knowledge architecture, including internal playbooks and customer-facing help content
• Ensure content is accurate, current, searchable, and structured for both humans and AI
• Partner with Product and Legal to keep guidance compliant and aligned with evolving privacy requirements
• Partner with Product and Data to leverage AI tools to drive efficiency, deflection, and faster resolution
• Design workflows that support agents and customers without compromising trust or clarity
• Continuously improve AI performance through better knowledge, prompts, and feedback loops
• Build and own a CX launch readiness framework for new features, products, and policies
• Coordinate cross-functional dependencies and ensure CX is never the last team to find out
• Coach stakeholders on what CX needs to successfully support launches at scale
• Own enablement prioritization, sprint planning, and budget across tools, training, and vendors
• Make thoughtful trade-offs between urgent operational needs and long-term leverage

Requirements

• Deep experience in CX enablement, support operations, or customer experience leadership in a high-growth technology environment
• Proven success building and scaling training and knowledge systems for both internal teams and BPO partners
• Deep expertise in knowledge management, including content strategy, taxonomy, and self-service enablement
• Hands-on experience with LMS platforms and strong interest in applying AI to CX operations
• Strong analytical instincts with a track record of tying enablement work to measurable business outcomes
• Exceptional cross-functional communication and stakeholder management skills
• Comfort operating in ambiguity and building systems from first principles
• Experience supporting globally distributed teams and vendors
• What's nice to have?
• Experience with Intercom or similar customer support platforms
• Experience designing and implementing AI-powered support bots and deflection strategies
• Background in privacy, security, or regulated industries

Benefits

• Cloaked employees have 401K, as well as top of the line Health, Dental, and Vision benefits.
• We offer flexible work arrangements and the ability to work remotely as needed.
• Cloaked provides a home office stipend in addition to a new company laptop (and other tech depending on the role).
• Competitive PTO: We encourage employees to take a minimum # of vacation per quarter.
• Monthly health stipend: Used for any kind of physical, mental or emotional care you’d like to take for yourself, be it a gym membership, a meditation app, or time with a personal trainer.
• Late Night Meals: We offer employees a monthly meal stipend to be used when they don't have time to get a home cooked meal going!
• Professional Growth: Opportunities for career development and personal growth are provided to all employees who seek to further their knowledge and capabilities through an unlimited professional development fund.
• Team members are encouraged to regularly attend conferences and industry events.